Customer Service Representative (E-commerce)

Core Competencies:

Dependability. Follows instructions, responds to management direction; results oriented and committed to achieving objectives and tasks as required.

Teamwork and Collaboration. Exhibits objectivity and openness to others views; Gives and welcomes feedback; Contributes to building a positive culture. Communicates effectively.

Professionalism. approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration; Accountable of all actions and decisions.

Organizational Support. Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values.

Quality Management. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Decision Making. Analyzes each situation, looking for opportunities to make any situation more beneficial for the company. Participates effectively in communication to achieve optimum results.

Key Responsibilities:

Provide professional and timely customer support through phone, email, and live chat.
Respond to customer inquiries regarding products, orders, payments, shipping, delivery, returns, refunds, exchanges, and other e-commerce concerns.
Assist customers with order tracking, order modifications, cancellations, and delivery issues.
Resolve customer complaints and concerns efficiently while maintaining a positive and professional customer experience.
Coordinate with fulfillment, logistics, warehouse, and other internal teams to resolve order-related issues.
Process returns, refunds, replacements, and exchanges according to company policies and procedures.
Maintain accurate records of customer conversations, issues, resolutions, and follow-up actions within the designated customer service platform or CRM.
Follow up on unresolved customer concerns and ensure cases are properly closed.
Escalate complex or high-priority concerns to the appropriate team when necessary.
Maintain a strong understanding of products, promotions, policies, and e-commerce processes to provide accurate information to customers.
Meet established customer service KPIs, including response time, resolution time, customer satisfaction (CSAT), and quality standards.
Identify recurring customer concerns and communicate feedback that may help improve products, processes, and the overall customer experience.

Requirements:

Previous customer service experience in an e-commerce environment is REQUIRED.
Proven experience providing customer support through phone, email, and live chat.
Experience handling online orders, shipping concerns, returns, refunds, exchanges, cancellations, and product inquiries.
Strong written and verbal English communication skills.
Strong customer service, active listening, problem-solving, and conflict-resolution skills.
Comfortable managing multiple customer conversations and support channels while maintaining accuracy and professionalism.
Experience using e-commerce platforms, CRM systems, helpdesk/ticketing platforms, or live-chat tools is highly preferred.
Familiarity with platforms such as Shopify, Gorgias, Zendesk, Freshdesk, Intercom, or similar tools is an advantage.
Ability to handle difficult or dissatisfied customers professionally and calmly.
Strong attention to detail, organization, and follow-through.
Ability to work independently in a remote environment and consistently meet productivity and customer service targets.
Must be available to work 40 hours per week