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Email Support Representative

Uganda, Kampala · Job Posted December 09, 2025
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Job Description

The Email Support Representative will serve as the first point of contact to customers and must be focused on providing an excellent customer experience at all times. In addition, this person must have the confidence to make quick and accurate decisions, use independent judgment on unfamiliar customer needs, foster great customer relationships and have the ability to determine when inquiries should be escalated.

Job Responsibility

  • Communicate and resolve inquiries with customers via email
  • First touch only
  • Assist in checking the customer's order status/no refunds/exchanges
  • Update customer information
  • Other administrative responsibilities are required
  • Keep customer records up to date
  • Report recurring issues, trends
  • Prepare and ship customer care packages, gift cards, and other correspondence as needed
  • Responds to customers in a timely and completely respectful manner
  • Treat customers the way they would like to be treated, and strive to always make a positive difference in the customers' lives
  • Uphold the policies of the E-Commerce/Merchandising department as stated in the Customer Care Help Center

Requirements

  • Any Bachelor’s Degree
  • Strong written communication skills
  • Ability to be patient, express empathy, and concern
  • Independent thinker
  • able to make meaningful decisions based on each situation
  • Excellent follow-up skills and 100% follow-through on commitments
  • Result and action-oriented, resourceful
  • Strong work ethic, highly motivated, upbeat personality, team player
  • Ability to analyze and report on trends and issues
  • Reliable attendance history
  • Availability to work a flexible schedule, which includes evenings and weekends
  • Strong computer skills
  • Microsoft Office, Internet search skills
  • Must be able to work a flexible schedule in different time zones between 30 to 40 hours a week
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