Email Customer Support Agent | Ecommerce Store

We are seeking a dedicated and detail-oriented Email Customer Service Agent to join our customer support team. In this role, you will be the primary point of contact for customers, providing timely and empathetic responses to inquiries and resolving issues efficiently. You will play a crucial role in ensuring customer satisfaction and upholding the company’s reputation for excellent service. We need people who can work during Eastern Time Zone hours.

Key Responsibilities:
Respond promptly and professionally to customer inquiries via email, addressing concerns such as order status, product issues, refunds, and general questions.
Investigate and resolve customer complaints by coordinating with other departments when necessary.
Provide accurate product and service information to customers.
Use customer support software (e.g., Gorgias, Zendesk, or Freshdesk) to manage, prioritize, and track email tickets.
Maintain a polite and empathetic tone in all customer interactions, even under challenging circumstances.
Escalate unresolved issues to higher management or specialized teams when required.
Contribute to team knowledge by documenting and sharing insights into recurring issues or common customer concerns.
Adhere to company policies and guidelines while handling sensitive customer information.
Monitor and achieve individual and team performance metrics, including response time and resolution rates.

Qualifications:
Previous experience in customer service, preferably in an e-commerce or retail environment.
Strong written communication skills with excellent grammar and attention to detail.
Familiarity with customer support software is a plus (training will be provided).
Ability to work independently and efficiently manage a high volume of email inquiries.
Problem-solving skills and the ability to remain calm under pressure.
Empathy and a customer-first mindset.
Availability to work flexible hours, including weekends and holidays, if needed.