Customer Service Representative

Role overview

We are hiring a Customer Service Representative to support an online women’s fashion retailer in the fashion and retail commerce space. This opportunity is ideal for someone who understands retail platforms, has worked with fashion brands, and is comfortable using customer support systems such as Gorgias. The role involves delivering email-based support for a fast-moving e-commerce business known for curated clothing and accessories.

What the role calls for

• Interest in fashion trends or practical exposure to a wide range of style categories.
• Background in retail commerce platforms or similar online retail environments.
• Working knowledge of CRM tools such as Gorgias, Gorgias AI, or comparable support platforms.
• Hands-on experience with Shopify.
• Prior experience handling customer queries over email.
• Strong written and spoken communication skills.
• Solid troubleshooting and issue-resolution ability.
• Comfort working independently while also contributing effectively in a team setting.
• Open attitude toward feedback and continuous improvement.
• Confidence operating in the fashion and e-commerce market.
• Ongoing interest in fashion trends, fabrics, and how products are made.
• Professional, courteous, and customer-focused manner.
• Initiative and the ability to think through problems creatively and quickly.
• Good organization and time management skills.
• Capacity to handle 10 to 15 customer tickets per hour.
• Ability to maintain at least a 90% quality score.

Technical and work setup requirements

• Candidates must use their own device.
• A minimum internet speed of 50 Mbps is required.
• System requirement: at least 8 GB RAM and Intel i5 10th generation processor.
• A quiet workspace is necessary.
• A noise-canceling headset is required.
• Desktop computers are not accepted.
• Chromebook devices are not accepted.
• Linux systems are not accepted.
• Applications are limited to candidates based in Kenya.

Benefits

• High performance is recognized through the Club 90 reward and recognition program.
• Remote-style convenience helps eliminate commuting time and supports better work-life balance.
• An internet allowance is provided to help cover connectivity costs.

Additional information

This position is for the fashion retail industry and is intended for candidates who can adapt to a fast-paced online customer support environment.