Job Summary
We are seeking a tech-savvy, fast-paced, and highly organized Customer Service Agent to support our growing e-commerce brand. In this role, you will be the direct link between our online store and our customers, handling everything from tracking delayed packages to advising on product sizing and managing returns.
The ideal candidate understands the mechanics of online shopping, loves solving puzzles under tight deadlines, and can maintain a warm, human tone across digital channels like live chat, email, and social media.
Key Responsibilities
- Omnichannel Support: Resolve customer inquiries swiftly across live chat, email, social media DMs, and phone, maintaining a consistent brand voice.
- Order Lifecycle Management: Track shipments, process order modifications or cancellations, and resolve delivery issues (e.g., lost packages, damaged items) by coordinating with third-party logistics (3PL) partners.
- Returns & Refunds: Process returns, exchanges, and store credits in alignment with company policy, ensuring a friction-free experience for the customer.
- Product & Sizing Advisory: Act as a digital personal shopper by answering detailed questions about product specs, sizing guides, materials, and inventory availability to drive conversions.
- Platform Operations: Navigate e-commerce platforms (e.g., Shopify, Magento) and helpdesk software daily to update customer records and manage order statuses.
- Review Management: Monitor and respond to public customer reviews on platforms like Trustpilot, Google, or social media comments to protect and elevate the brand's reputation.
Requirements & Qualifications
- Experience: 1–3 years of dedicated customer service experience specifically within an e-commerce, D2C (Direct-to-Consumer), or retail digital brand.
- Tech Stack Expertise: Hands-on experience with e-commerce platforms (e.g., Shopify, WooCommerce, Magento) and helpdesk software (e.g., Gorgias, Zendesk, Freshdesk).
- Logistics Familiarity: Basic understanding of shipping carriers (UPS, FedEx, DHL, USPS) and how tracking/fulfillment loops work.
- Digital Communication: Exceptional written communication with a knack for grammar, speed, and adopting a casual yet professional tone. Ability to manage 2–3 live chat conversations simultaneously.
- Problem-Solving: Ability to handle common e-commerce friction points—like shipping delays, stockouts, or payment declines—calmly and resourcefully.
