Hinduja Global Solutions (HGS) is an innovative leader in Customer Experience and Business Process Management with over four decades of providing services. Our customer-obsessed ethos combined with a pioneering approach places digital solutions at the core of our operations. As we navigate the digital era, we strive to revolutionize customer experiences, equipping our clients with a significant competitive advantage. 

The Customer Service Agent is the sole support owner for Ark Swimwear, a premium Australian swimwear brand. This role manages all customer interactions across email, chat, social DMs, and reviews. Responsibilities include order management, refunds, returns, chargeback handling, warehouse liaison, eCommerce feedback, and maintaining up-to-date knowledge documentation. Over time, this role will evolve into QA of AI-powered customer support, ensuring Ark’s premium brand tone is upheld in every interaction.

• Salesforce Service Cloud (CRM + case management)
• Copilot Draft + Next Best Action (AI response support)
• Magento (eCommerce/order management)
• Braintree & PayPal (payment/chargeback handling)
• Brandfolder (assets)
• Microsoft Office (Word, Excel, Teams for reporting and communication)

Customer Support & QA
- Manage all inquiries via email, chat, social DMs (Instagram, TikTok, etc.), and escalations.
- QA and approve AI-generated responses before sending.
- Provide personalised size + fit guidance.
- Approve and respond to customer reviews.

Refunds, Returns & Orders
- Process refunds and returns in Magento.
- Edit customer orders (e.g., address corrections, size swaps).
- Manage chargebacks via Braintree/PayPal, submitting documentation and evidence.
- Contact customers regarding rejected returns with clear resolutions.

Knowledge & Documentation
- Maintain accurate Knowledge Articles, Quick Texts, and workflows.
- Draft updates for approval when processes change.
- Identify gaps and propose improvements.

Warehouse & Cross-Team Liaison
- Communicate with warehouse for QC/QA issues and customer order checks.
- Initiate proactive video calls to resolve urgent issues.
- Escalate product/packaging feedback to Ark Swimwear HQ.

eCommerce Liaison
- Troubleshoot customer website issues (checkout errors, account access, site navigation) before escalating.
- Communicate detailed issue reports to the eCommerce team for resolution.
- Relay updates from the eCommerce team to customers (e.g., known issues, new features, or site changes).

Reporting & Insights
- Provide weekly reports on issues, trends, and customer insights.
- Highlight emerging customer behaviour patterns.
- Submit structured feedback on AI and process improvements.

• Minimum 4 years’ customer service experience (eCommerce/fashion/premium retail preferred).
• Strong written English with ability to maintain premium brand tone.
• Experience with Salesforce Service Cloud (preferred) or similar CRM.
• Familiarity with Magento or other eCommerce platforms.
• Knowledge of Braintree, PayPal, or similar payment platforms.
• Tech-comfortable, able to work with AI tools and workflows.
• Confident in video communication with warehouse and management.
• Proactive, detail-oriented, and comfortable being the only agent.

• Accuracy of QA on AI-generated responses.
• Average response time and communication quality.
• Successful resolution of refunds, returns, and chargebacks.
• Timeliness and accuracy of documentation updates.
• Effectiveness of eCommerce troubleshooting and reporting.
• Quality of weekly reporting and proactive issue escalation.

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.