Customer Service Representative – E‑commerce Focus

About the role

Dr. Scent is seeking a proactive, customer‑focused Customer Service Representative to manage the full customer journey. You will handle inbound inquiries, support lead conversion, oversee order fulfillment, and nurture long‑term relationships with our e‑commerce clientele.

Key responsibilities

• Answer customer calls, emails and messages, addressing inquiries, requests and complaints.
• Follow up with new leads and assist in converting them into customers.
• Track orders from confirmation through delivery and ensure successful completion.
• Resolve issues, monitor complaint resolution until closure, and document outcomes.
• Build and maintain strong relationships with existing customers to drive retention.
• Reactivate inactive customers and promote re‑engagement activities.
• Identify upselling and cross‑selling opportunities and encourage repeat purchases.
• Collect feedback and contribute to continuous service improvement.
• Coordinate with sales, delivery, and internal teams to ensure smooth operations.
• Maintain accurate customer and order records for audit purposes.

Required profile

• Strong customer service and relationship‑management abilities.
• Mandatory experience in e‑commerce and website management.
• Excellent communication and follow‑up skills.
• Solution‑oriented, customer‑centric mindset.
• Effective coordination and problem‑solving capabilities.
• Professional handling of customer complaints.
• Sales awareness with a focus on retention, upselling and cross‑selling.
• Organized, detail‑oriented and able to manage multiple cases simultaneously.

Required skills