Customer Support Representative

Company Description

Founded in 2009 and based in the US, STRATA® originated from a rich Peruvian textile heritage. The brand began with a unique collection of denim that combined quality with a progressive approach. Today, STRATA® operates through two divisions: Mainline, offering luxury products with an edge, and Black Label, focusing on premium garments tailored for the music industry. STRATA® is known for its commitment to detail, quality, and craftsmanship, and continues to evolve while staying true to its cultural origins.

Role Description

This is a Part-time remote role for a Customer Support Representative located in Doral, FL. The role involves addressing customer inquiries, ensuring customer satisfaction, providing troubleshooting assistance, and maintaining effective communication with customers. The Customer Support Representative will alternate between working from the office and working from home.

Duties
• Answer calls/emails/Shopify Inbox for all fulfillment clients on a daily basis
• Provide customers with general service information along with any information they may be inquiring about for their order
• Research required information for the customers using the available sources provided to them
• Reaching out to customers for return to senders
• Handle issues and complaints and provide solutions to the customers
• Work on any holds that may be holding orders back from being shipped out
• Follow up with customers when necessary
• Handle chargebacks on Shopify

Qualifications
• Customer Support and Customer Service skills
• Proficiency in ensuring Customer Satisfaction
• Bilingual Spanish & English
• Strong Communication skills & Email etiquette
• Troubleshooting abilities
• Excellent problem-solving skills
• High level of attention to detail
• Proven ability to work both collaboratively and independently
• Previous experience in a customer support role is an advantage
• High school diploma or equivalent required; higher education is a plus

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