Job Description

POSITION SUMMARY:

As a Customer Service Representative, you will serve as a critical part of our team, focusing on fraud monitoring, access control, and customer support. You will conduct manual fraud reviews based on insights from our fraud analysis partner, help maintain a secure and welcoming front desk environment, and provide support to our customers and Tier I support agents. This role is essential to ensuring a secure, smooth, and high-quality experience for both our customers and internal teams.

JOB REPONSIBILITIES:

FRAUD MONITORING & ORDER REVIEW

Review fraud alerts from our partner and assess whether flagged orders are consistent with legitimate customer behavior.

• Determine whether orders should be approved, held for more investigation, or cancelled based on the totality of the evidence.
• Escalate suspicious cases and document rationale and findings.
• Assist in refining fraud rules and collaborating with other departments (e.g., finance, fulfillment) to ensure secure order processing.

FRONT DESK SUPPORT

• Monitor all visitor traffic through the facility’s main entrance; verify identification, sign in guests, and escort them as required.
• Receive, sort, and distribute incoming mail and packages.
• Assist in managing and relocating packages received at the front desk.

ADDITIONAL CUSTOMER SERVICE RESPONSIBILITIES

• Collaboratively handle customer inquiries: read, respond to, and resolve service tickets submitted via email and contact forms.
• Communicate with customers via phone, email, and chat to resolve issues efficiently and professionally.
• Support Tier I offshore agents by resolving escalated issues or handling tasks they are not authorized to complete.
• Handle advanced order management inquiries and coordinate with delivery carriers (UPS, FedEx, etc.) when needed.
• Process customer refunds in accordance with internal policies and ensure proper documentation for each transaction.
• Maintain strong product knowledge to assist with order placement, troubleshooting, and general questions.
• Follow up on open issues to ensure customer satisfaction and timely resolution.

QUALIFICATIONS:

• Strong written and verbal communication skills.
• Detail-oriented with excellent analytical and problem-solving abilities.
• Ability to multitask and remain composed in a fast-paced, high-volume environment.
• Experience working with fraud monitoring tools and platforms a plus.
• Proficient with MS Office Suite (Word, Excel, Outlook); experience with ticketing platforms preferred.
• Comfortable working with financial transactions, including basic refund and reconciliation processes.
• Availability to work extended hours during peak holiday seasons.

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