E-Commerce Customer Service Rep

We are a fast-growing E-Commerce brand operating on Shopify. We are looking for a proactive and empathetic Customer Service Representative to join our team. As the first point of contact for our customers, you will play a critical role in ensuring satisfaction by providing timely and effective support across various channels.

Key Responsibilities:

Respond to Customer Inquiries: Answer customer tickets via email, social media direct messages (DMs), and post comments in a professional and timely manner.

Order Tracking & Updates: Handle inquiries regarding order status, including shipping updates, delays, and delivery expectations.

Resolve Issues with Damaged or Defective Orders: Assist customers with requests for refunds or replacements for damaged or defective products. Coordinate with the fulfilment team to resolve these issues swiftly.

Returns & Refunds: Guide customers through the return process, including eligibility, steps for return, and processing refunds in accordance with company policies.

Manage Order Changes & Cancellations: Handle requests for order modifications, such as changes in products, shipping addresses, or cancellations prior to fulfillment.

Handle Delays or Non-Receipt of Orders: Offer solutions when an order is delayed or no longer wanted, including options for cancellation, refunds, or expedited resolutions.

Engage Customers on Social Media: Actively monitor social media for customer inquiries and respond appropriately to comments or messages, maintaining the brand's voice and ensuring positive interactions.

Skills & Qualifications:
Customer Service Experience: 1-2 years of experience in customer service, ideally in eCommerce or a similar fast-paced environment.
Strong Communication Skills: Ability to communicate clearly, empathetically, and effectively across email and social platforms.
Problem-Solving: Able to think quickly and provide solutions to customer issues.
Organized & Detail-Oriented: Ability to manage multiple customer tickets at once while ensuring all details are accurate and recorded.
Tech-Savvy: Comfortable using Shopify, helpdesk platforms (like Zendesk, Gorgias, or similar), and social media platforms.
Time Management: Able to handle a high volume of customer interactions with efficiency and professionalism.
Team Player: Willingness to collaborate with the fulfilment, operations, and marketing teams to resolve issues and improve customer satisfaction.