Customer Service Representative

Job Title: E-commerce Customer Support Specialist
Department: Customer Experience / Operations Schedule: around 10pm-7am Mon-Fri. Remote/on site are all acceptable.
Reports to: Customer Service Manager

About the Role
We are looking for a stable, detail-oriented, and friendly Customer Support Representative to join our growing e-commerce team.
If you enjoy problem-solving, working in a fast-paced digital environment, and talking to people with a smile (even over the phone), we want to meet you.

Key Responsibilities
1. Inquiry & Pre-Sales Support

Respond promptly to customer inquiries via phone calls and emails regarding product details, shipping costs, and order status.

Provide accurate information to help customers make confident purchasing decisions.

Maintain a nice and friendly tone to ensure a positive brand experience from the first point of contact.

2. In-Sales Support

Assist customers during the checkout process to resolve payment issues or technical difficulties.

Process order modifications (e.g., address changes, item swaps) efficiently before fulfillment.

3. After-Sales & Issue Resolution

Troubleshoot and resolve post-purchase issues such as delays, damaged items, returns, and refunds.

Investigate discrepancies using the ERP system to ensure inventory and order data align.

Handle complaints with patience and empathy, turning negative experiences into positive ones.

4. Tool Management & Documentation

Utilize Zendesk (or similar ticketing systems) to manage, track, and document all customer interactions.

Log all inquiries and resolutions accurately to maintain a clear history for future reference.

Collaborate with the teams via internal notes to ensure smooth issue resolution.