Customer Support Representative

About Our Client

Our client is a beauty-brand specialising in premium virgin hair extensions and units, sourcing high-quality Eurasian and Peruvian hair to deliver natural-looking, long-lasting hair solutions.

About Teamified

Teamified is a talent partner helping companies build exceptional remote teams across IT, software, product, and digital innovation. We collaborate with leading enterprises and fast-scaling tech businesses worldwide to help them access world class talent and accelerate growth. With operations across the globe our mission is to make building high performing global teams simple, fast, and cost-effective. Teamified has hundreds of clients with more than 200 engineers, testers, product managers, designers, and technology experts delivering impactful solutions every day

About the Role

The Customer Support Representative is responsible for providing exceptional customer service and ensuring a positive experience across all customer touchpoints. This role focuses on assisting customers with their inquiries, managing orders through Shopify, and supporting the brand’s mission to deliver high-quality hair care products and excellent service.

The ideal candidate is customer-focused, organized, and tech-savvy — with hands-on experience in Shopify, a genuine interest in hair and beauty products, and the enthusiasm to learn and grow with the company.

Key Responsibilities

Customer Service and Communication

• Respond promptly and professionally to customer inquiries via email, chat, and social media channels.
• Provide product knowledge and advice on hair extensions and care products, recommending the most suitable options for customers’ preferences, needs, or service bookings.
• Provide accurate information about products, ingredients, usage, and recommendations suited to customer needs.
• Handle returns, exchanges, order updates, and tracking concerns efficiently and courteously.
• Maintain a friendly, helpful, and brand-aligned communication style in every interaction.

E-Commerce and Order Management

• Manage and process orders through Shopify, ensuring accuracy and timely fulfillment.
• Monitor and update product listings, stock levels, and order statuses as needed.
• Collaborate with the fulfillment and logistics teams to resolve any delivery or order issues.
• Support online promotions, seasonal campaigns, and product launches with accurate communication to customers.

Product and Brand Support

• Build strong knowledge of the brand’s hair care products, understanding their features and benefits to guide customers effectively.
• Gather and relay customer feedback to improve products and the overall service experience.
• Contribute to content updates for FAQs, help guides, and automated responses.

Administrative and Reporting

• Maintain accurate records of customer interactions and resolutions.
• Track recurring issues and suggest solutions or improvements.
• Assist in generating reports related to customer satisfaction and service efficiency.

• Bachelor’s degree or equivalent experience in Customer Service, Communications, or a related field.
• At least 3 years of experience in a customer support or e-commerce role, preferably within retail, beauty, or lifestyle industries.
• Experience using Shopify is essential; familiarity with tools like Gorgias, Klaviyo, or Zendesk is a plus.
• Knowledge or passion for hair products or beauty care preferred.
• Strong written and verbal communication skills.
• Quick learner with a proactive attitude and a desire to grow with the company.

Key Competencies

• Excellent communication and interpersonal skills.
• Empathetic and customer-focused approach.
• Strong attention to detail and accuracy.
• Organized and able to manage multiple tasks efficiently.
• Positive, adaptable, and solutions-oriented mindset.

Performance Indicators

• Customer satisfaction and feedback ratings.
• Response and resolution time for customer inquiries.
• Accuracy in order processing and Shopify updates.
• Contribution to improved service workflows and customer retention.