About Bellabu Bear

Bellabu Bear is a fast-growing premium bamboo baby and children’s apparel brand. We are committed to delivering exceptional products and an outstanding customer experience. As we continue to scale, we are seeking a Customer Service Representative who can uphold our brand standards and ensure every customer interaction builds loyalty.

Position Overview

The Customer Service Representative will manage customer inquiries, resolve issues efficiently, and deliver a positive brand experience across email, chat, and social platforms.

This role requires strong communication skills, attention to detail, and the ability to handle high-volume inquiries while maintaining a calm and solution-oriented mindset.

Key Responsibilities

Customer Communication

• Respond to customer emails and messages in a timely manner
• Handle order inquiries, tracking issues, exchanges, and returns
• Provide product recommendations and sizing guidance
• Manage social media direct messages

Issue Resolution

• Resolve shipping delays, lost packages, and order discrepancies
• Process refunds and exchanges accurately
• Escalate complex issues when necessary

Brand Voice & Retention

• Maintain Bellabu Bear’s warm, professional brand tone
• Identify upsell opportunities when appropriate
• Proactively reduce refund requests through strong communication
• Encourage positive reviews and customer loyalty

Administrative Support

• Monitor return trends and report recurring issues
• Update FAQ documentation as needed
• Support promotional campaigns and launch periods

Qualifications

• 2+ years customer service experience (ecommerce preferred)
• Experience with Shopify and helpdesk platforms (Gorgias, Zendesk, etc.) preferred
• Strong written communication skills
• Ability to handle high-volume inquiries efficiently
• Detail-oriented and organized
• Positive, solution-focused mindset