Customer Support Representative

We’re hiring a Customer Support Representative to handle customer interactions across email and phone.

This is a high-volume role. You’ll be expected to manage a large number of tickets daily while keeping responses clear, accurate, and aligned with our processes. This is not a script-reading job. You need to be able to think, make decisions, and handle customers properly without escalating everything.

What You’ll Be Doing

Handle customer inquiries through email and phone
Resolve issues related to orders, shipping, refunds, and product usage
Process refunds, replacements, and cancellations based on company policy
D ---------- when to offer partial refunds versus full refunds
Follow internal SOPs and workflows consistently
Log and document all interactions properly
Meet daily ticket targets without sacrificing quality

What We Expect From You

You can handle volume without falling behind
You write clearly and get to the point
You don’t rely on scripts for every situation
You can balance customer experience with company policy
You follow processes and don’t create your own version of them
You stay available and responsive during your shift

Requirements

At least 1 year of customer support experience, e-commerce preferred
Strong written and spoken English
Experience with tools like Zendesk, Freshdesk, or similar
Comfortable handling both email and phone support
Stable internet connection and proper work setup

Nice to Have

Experience handling refunds, disputes, or chargebacks
Experience in high-volume environments
Familiarity with Shopify or similar platforms

Reply to this posting with your CV and voice recording to be considered for the role. No other applications will be considered.