[Hiring] Customer Care Specialist @TaskUs

Role Description

As a Customer Care Specialist, you will be the backbone of the company, providing world-class customer experience to our premium clients. You will act as a true brand ambassador, combining empathy with deep product expertise to resolve inquiries accurately, efficiently, and respectfully in every interaction.

• Track and follow complex, escalated cases to ensure they are investigated and closed in an efficient and timely manner.
• Maintain high customer satisfaction, representing a major brand through advanced case handling.
• Experience in technical-based customer assistance and backend tracking through voice, chat, email, WhatsApp, and other channels.
• Handle deep-tier investigations independently, resolving issues like missing orders, payment anomalies, and logistics discrepancies.
• Make judgment-based decisions within policy guidelines, handling exceptions and customer appeasements.
• Escalate exceptionally complex cases by contacting Level 3 support, Transport, or Accounting when outside L2 scope.
• Previous experience dealing with the challenges faced in an escalation-focused, customer-centric role.
• Advanced problem-solving and critical thinking skills to analyze system gaps (OMS, DC, Finance).
• A passion for problem-solving with the customer's interest and satisfaction being the primary goal.
• Support and guide Level 1 teammates with your expertise on complex topics like warranties and advanced logistics.
• Ability to become part of the customers in their purchase journey, understanding their needs and answering product and inventory-related questions.
• Fashion Savvy.
• Manage marketplace cases and post-launch review platforms to protect brand reputation.
• Ability to effectively and correctly communicate verbally and in written format.
• Other duties as assigned.

Qualifications

• Fluent in English (C1/C2/Native) speaking and writing.
• Minimum 2-3 years experience in Customer Support, technical support, or escalations, especially with fashion functions.
• Great communication skills, written and orally, with the ability to convey complex technical or logistical solutions clearly.
• Demonstrate strong abilities to work independently and as a remote team player.
• Must be adaptable and flexible, demonstrating abilities to work with advanced system tools, process updates, and information changes.
• Must be willing to participate in a background screening.
• Proven customer communication and escalations experience (Chat, E-mail & Phone).
• Strong working knowledge of advanced CRM/OMS systems, backend logistics tracking, and PC-based internet and software applications.
• Empathize with customers that are experiencing high-friction issues, and help them resolve their issue.
• Navigate deep documentation and internal cross-functional resources to provide world-class service.
• Clear Communicator - customers leave interactions with zero confusion.
• Problem Solver - Ability to identify, troubleshoot, and perform root-cause analysis on complex issues.
• Coachable - Open to feedback and can show improvement.
• Willing to work in shifts rotation, including weekends and holidays (if needed). Working hours are subject to change and will be notified in a timely manner to allow work-life balance.

Benefits

• Competitive industry salaries.
• Comprehensive benefits packages.
• Commitment to a People First culture.
• Inclusive environment and positive impact on the community.
• Encouragement of internal mobility and professional growth.