01Overview
Group Bayport, a US Headquartered Organization is a rapidly growing global e-Commerce, B2B2C, B2B and B2C organization and an industry leader in print technology, operates in the United States, Canada, Australia, New Zealand, UK, and India through its family of brands Banner Buzz, Covers & All, Vivyx Printing, Circle One, Giant Media, and Neon Earth. From full suites of trade show and small business marketing solutions to sophisticated outdoor living covers, signages and shades to eclectic personal accents and home decor, we help our customers, clients, and partners to make a personalized statement through customization.
While our advanced technology and customer focus are certainly our salient attributes, our true strength comes from our team of 1450+ people. We are seeking exceptional talent across the board to join us in our exciting growth journey.
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The Customer Service team plays a critical role in delivering a seamless post-purchase experience to customers. This role requires balancing empathy with efficiency, maintaining strong communication, and working collaboratively across departments such as Logistics, Quality, and Post-Sales to ensure end-to-end resolution.
Manage all customer concerns related to order problems including delayed deliveries, wrong/missing items, damaged or defective products, and quality complaints. Respond promptly to customer queries through email, calls, and ticketing platforms ensuring a professional and empathetic tone. Follow the 3-response closure process if the case isnt closed within 3 written responses, call the customer directly to expedite resolution. Ensure tickets are closed within defined SLA timelines while maintaining high accuracy and quality.
Coordinate with Quality/Production team for product-related defects, missing parts, or f inishing issues. Work with Post-Sales team for replacement, reshipment, or compensation approvals. Performance & Productivity
Audit self-performance to minimize unnecessary responses or delays. Customer Experience & Improvement
Share customer insights and feedback with the Training & Quality team for upskilling initiatives. Comfort with ticketing systems (Zendesk, Freshdesk, Salesforce, etc.). Qualifications & Experience
Graduate in any discipline (Commerce, Business, Arts, or equivalent).
13 years of customer service experience in E-commerce, Order Management, or Resolution teams. Prior experience handling escalations, refunds, or order fulfillment issues preferred.
Proficiency in MS Office (Excel, Word, Outlook) and familiarity with ticketing tools.
