E-commerce Customer Support Specialist

We are an e-commerce jewelry brand focused on quality and customer trust. We are looking for a proactive, detail-oriented professional to manage our daily customer interactions and supplier logistics.

The Mission
Your goal is twofold: provide a premium experience that keeps customers happy and protect the brand by minimizing complaints and chargebacks through proactive management.

Core Responsibilities

Proactive Support:
Manage all incoming customer inquiries (Email/Social Media) with a high degree of empathy and brand alignment.

Chargeback Prevention:
Monitor high-risk orders, verify addresses, and resolve disputes before they escalate to bank-level chargebacks.

Supplier Coordination:
Daily communication with suppliers to ensure order accuracy, track shipments, and resolve stock issues.

Logistics Monitoring:
Perform daily audits of tracking numbers. If a delay is spotted, you must inform the customer before they reach out to us.

Issue Reporting:
Maintain a daily log of common product complaints or supplier errors to help the manager improve the supply chain.

Requirements

Languages: Native Spanish and Fluent English are mandatory. French is a strong plus.

Availability: 2-3 hours per day, 7 days a week. Consistency is key to preventing shipping delays and customer frustration.

Skills: Strong negotiation skills (for supplier relations) and a "customer-first" problem-solving mindset.