Customer Care Consultant – Level Shoes

About the role

The Customer Care Consultant for Level Shoes will handle customer inquiries across phone, email, WhatsApp and live chat, ensuring timely and accurate case resolution in line with service level agreements. The role requires close collaboration with back‑line, logistics and store teams to deliver a seamless omnichannel experience.

Key responsibilities

• Respond to customer inquiries about orders, deliveries, returns, refunds, exchanges and product information via multiple channels.
• Take ownership of cases from initial contact through resolution, providing clear updates and documenting all actions in Salesforce Service Cloud.
• Escalate complex or sensitive issues to the appropriate team while maintaining empathy and professionalism.
• Coordinate with Operations, Logistics, Store and MFC teams to resolve end‑to‑end customer issues.
• Support off‑queue tasks such as handling damages, HCC and list management, especially during peak periods.

Required profile

• Customer‑centric mindset with strong communication and active listening.
• Excellent written and verbal English skills.
• Empathy and emotional intelligence to handle complaints professionally.
• Ability to work under pressure, meet SLAs and manage multiple interactions in a fast‑paced environment.

Required skills

• Salesforce Service Cloud (preferred).
• Experience with CRM or customer‑care platforms.

What we offer

• Learning and development opportunities, including internal mobility.
• Health care and child‑education contribution.
• Remote and flexible working policies.
• Exclusive employee discounts.