Hyer Boots

Customer Support

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Provide clear information on products, orders, shipping status, and company policies.
• Support customers with order placements, tracking, cancellations, and returns, following established SOPs.
• Communicate proactively regarding defect, warranty, or replacement requests, ensuring proper documentation and resolution.
• Maintain a consistent brand voice and deliver a high-quality experience that reflects HYER’s values.
• Manage and record all customer tickets within the CX platform (Kustomer), maintaining visibility into open, pending, and resolved cases.
• Organize, prioritize, and escalate tickets according to urgency and category (e.g., returns, cancellations, warranty claims).
• Maintain a structured ticket pipeline to ensure timely resolution, accuracy, and team accountability.

DTC Customer Experience Representative