# Customer Service Representative (CSR)

> Activate Talent · South Africa (Remote) · — · Posted 2025-12-04

**Workplace:** remote

**Department:** 029

## Description

**Location:** Remote  
**Schedule:** Full-time | Monday to Friday | PST  
**Department:** Customer Experience  

### **About Kitsch**

Kitsch is a fast-growing, female-founded beauty & accessories brand committed to creating high-quality, sustainable, and thoughtfully designed products that bring everyday luxury to customers around the world. From heatless curling sets to hair accessories, skincare tools, and self-care essentials, we focus on innovation, inclusivity, and exceptional customer experience.

As we continue to scale our global e-commerce presence, we’re looking for a Customer Service Representative who is passionate about customer happiness, problem-solving, and delivering a world-class brand experience.

### **Role Overview**

The Customer Service Representative will be the front line of communication for Kitsch customers. This role requires someone highly organized, empathetic, proactive, and comfortable working in a fast-paced digital environment. You will resolve customer inquiries, manage order-related issues, coordinate with internal teams, and ensure every customer interaction reflects our brand values: kindness, quality, and care.

This is a **high-impact role** supporting brand loyalty and contributing directly to customer satisfaction and retention.

### **Responsibilities**

### **Customer Support & Communication**

-   Respond to customer inquiries across email, chat, and social channels with accuracy, warmth, and brand-consistent tone.
-   Troubleshoot issues related to orders, shipping, returns, product questions, and account concerns.
-   Maintain high-resolution rates and customer satisfaction scores (CSAT/NPS).

### **Order & Logistics Coordination**

-   Work closely with fulfillment and logistics teams to resolve shipping delays, damaged items, or missing packages.
-   Manage returns, exchanges, replacements, and refunds following internal policies.
-   Monitor order discrepancies and proactively flag recurring issues.

### **Brand Knowledge & Product Support**

-   Stay updated on all Kitsch products, launches, promotions, and policies.
-   Provide clear, friendly product guidance and recommendations tailored to customer needs.
-   Escalate any recurring quality issues or customer insights to the product and operations teams.

### **Process Optimization & Collaboration**

-   Document cases, workflows, and solutions in our CRM system (e.g., Gorgias, Zendesk, or similar).
-   Identify patterns in customer feedback to propose improvements for product, website UX, or CX processes.
-   Collaborate with marketing, e-commerce, and operations on cross-functional initiatives.

## Requirements

### **Qualifications**

### **Required**

-   1–3 years of experience in Customer Support or Customer Experience—ideally in e-commerce, beauty, wellness, or consumer goods.
-   Exceptional written communication skills with the ability to adapt tone to the Kitsch brand voice.
-   Experience with helpdesk platforms (e.g., Gorgias, Zendesk, Freshdesk).
-   Strong problem-solving abilities and attention to detail.
-   Ability to multitask and prioritize in a fast-moving environment.
-   Empathy-driven, patient, and customer-obsessed.
-   Strong English skills (C1+).

### **Nice to Have**

-   Experience in beauty, accessories, or lifestyle brands.
-   Familiarity with Shopify or other e-commerce management platforms.
-   Experience handling social media customer interactions.
-   Background in retention, upselling, or customer insights.

### **Success in This Role Looks Like:**

-   High customer satisfaction scores (CSAT/NPS).
-   Fast and accurate resolution times.
-   Positive customer feedback about tone, empathy, and helpfulness.
-   Consistent alignment with Kitsch’s brand values and voice.
-   Proactive identification of issues and solutions.

## Apply

[Apply at Activate Talent](https://apply.workable.com/careersactivatetalent/j/A408560352/apply)

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