Customer Service Representative – Fashion & Apparel Support (WFO, Belize City)
Job Description:
About the Role
You will assist customers with post-purchase support needs, including returns, refund processing, missing item resolution, and general order inquiries through inbound voice, chat, and email channels. The role requires a polished, brand-conscious communication style, bilingual fluency, and the ability to resolve customer concerns efficiently while maintaining a premium service experience throughout every interaction.
Key Responsibilities
- Assist customers with return requests, processing them accurately and in line with brand guidelines and policies across inbound voice, chat, and email channels.
- Handle refund requests to store credit or the original form of payment, ensuring correct processing and clear communication of timelines.
- Resolve missing item concerns by investigating order details, coordinating with relevant teams, and communicating outcomes professionally.
- Address general product and order inquiries with accurate, helpful, and brand-appropriate responses.
- Manage customer interactions across voice, chat, and email simultaneously, maintaining quality and response standards across all channels
- Maintain accurate records of all customer interactions, case details, and resolution outcomes in required systems.
- Follow all campaign scripts, service guidelines, and compliance procedures consistently.
- Meet or exceed quality, productivity, and customer satisfaction targets across all assigned communication channels.
- Collaborate with team members and supervisors to maintain a consistently high standard of service delivery.
Responsibilities may evolve based on operational requirements.
Job Requirements:
Experience & Skills
- Background in customer service is required — retail or fashion apparel experience is a strong advantage.
- Comfortable handling sensitive customer concerns, including refunds, returns, and missing items, with empathy and professionalism.
- Comfortable managing inbound interactions across voice, chat, and email channels simultaneously.
- Strong attention to detail in processing transactions and documenting case outcomes accurately.
- Ability to maintain a polished, brand-conscious communication style throughout every interaction.
- Team player with a positive, customer-first attitude.
- Basic computer proficiency and ability to navigate order management and CRM systems.
- Comfortable with multitasking across live chat, email queues, and inbound voice interactions.
Language & Communication Requirements
- Bilingual proficiency is mandatory for this role — all candidates must be fluent in English and Spanish.
- Exceptional verbal and written communication skills in both languages required.
Other Requirements
- Work Mode: Work From Office (WFO).
Work Mode & Location
Work Mode: WFO Location: Belize City, Belize
Why Join Fusion CX?
Supporting a globally recognized fashion brand requires a certain standard — and at Fusion CX Belize City, that standard is built into how we hire, train, and develop our teams. You will work in a structured, professionally managed environment that values bilingual communication excellence, brand awareness, and service precision across voice, chat, and email channels. For bilingual candidates seeking premium retail customer service jobs in Belize City, bilingual BPO jobs in Belize, or fashion and apparel support roles in Belize City where your language skills and personality genuinely set you apart, Fusion CX offers the right environment to grow. Apply now and take the next step with Fusion CX.