Duty Free Shoppers - Customer Experience Associate

Customer Experience Associate

Duty Free Shoppers - Free Zone, Vieux Fort

We are seeking a proactive and detail-oriented Customer Experience Associate to join our growing team. In this role, you will deliver timely, professional, and solution-oriented support across multiple e-commerce platforms, brand channels, and customer support initiatives. This position plays a key role in ensuring customer inquiries are handled efficiently, service level agreements (SLAs) are consistently met, and operational processes run smoothly. Success in this role requires the ability to thrive in a fast paced environment, stay highly organized, and demonstrate a strong commitment to delivering exceptional customer experiences.

Key Responsibilities:

• Respond to and resolve customer inquiries across multiple channels, including email, phone, chat, and social media, ensuring responses meet the 24-hour SLA target.

• Manage daily ticket queues, maintain accurate documentation, and escalate operational risks or complex issues to the appropriate stakeholders.

• Monitor and respond to customer messages and feedback across global e-commerce platforms and social channels, escalating marketplace-specific

  issues when necessary.

• Support the returns, refunds, and chargeback process by maintaining accurate logs, coordinating with internal teams, and assisting with dispute resolution.

• Monitor and moderate customer product reviews across brand websites and marketplaces, proactively addressing negative feedback to support positive customer experiences.

• Maintain CX operational logs, track customer feedback trends, and support

  cross-functional initiatives or platform coverage as needed.

Requirements:

• 1–3 years of experience in Customer Service or E-commerce Support.

• Strong verbal and written communication skills.

• Experience with Zendesk or similar CRM/ticketing systems preferred.

• Familiarity with Amazon Seller Central or other online marketplaces is an asset.

• High attention to detail with strong multitasking abilities.

• Ability to manage escalations professionally and efficiently.

• Strong follow-up skills with a sense of urgency and commitment to delivering

  positive customer experiences.

• Proficiency in Google Workspace and/or Microsoft Office.

• Comfortable working across multiple brands, projects, and international accounts.

Please submit applications to hr@dutyfreeshoppers.com with the subject line

“Customer Experience Associate”. The deadline for applications is March 18th, 2026. Please note only shortlisted candidates will be contacted.