Online Customer Service Representative

Online Customer Service Representative
We are seeking a detail-oriented and customer-focused Online Customer Service Representative to support our clients across email, live chat, and social channels. This role requires excellent communication skills, strong follow-through, and the ability to deliver a luxury-level service experience.
Key Responsibilities
• Respond promptly and professionally to customer inquiries through our dedicated customer care inbox.
• Assist customers with placing online orders and navigating the website.
• Answer product-related questions via email, live chat, and social media channels.
• Create and issue return labels for approved requests.
• Process refunds accurately within our e-commerce platform.
• Track and manage open customer cases to ensure timely resolution.
• Provide after-sales support and resolve service-related issues efficiently.
• Maintain accurate and organized customer correspondence records.
• Clearly communicate company policies in a professional and respectful manner.
• Proactively follow up on all customer requests to ensure a positive experience.
• Collaborate with logistics teams and store staff to manage back-office orders and coordinate shipments.
• Provide knowledgeable and brand-aligned responses regarding our products and services.
Requirements
• Minimum 2 years of online customer service experience.
• Minimum 2 years of experience working with a Shopify-based e-commerce platform.
• Proficiency in Microsoft Excel and Word.
• Fluency in spoken and written English with excellent grammar and communication skills.
• Strong attention to detail, organization, and problem-solving abilities.
• Ability to work independently while contributing to a collaborative team environment.