E - Commerce Customer Service Specialist

Overview
We are seeking a proactive, customer-first Customer Experience (CX) Specialist to deliver responsive support across our DTC ecommerce operations.

This role handles inbound support calls, proactively reaches out to abandoned cart shoppers, and collaborates with our email-based CX team to deliver connected resolutions. The ideal candidate brings near-native English fluency, genuine knowledge of the health, wellness, and supplements space, and the ability to work quickly and independently.
This person will be a key frontline voice for our brand, ensuring every customer interaction reflects our commitment to quality, care, and a premium experience.
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Key Responsibilities
Customer Support & Communication
• Take inbound customer support calls and handle inquiries across email, Shopify inbox, social media, and support platforms
• Resolve customer issues related to orders, shipping, delivery delays, damaged products, refunds, subscriptions, and general product questions
• Escalate call-based issues into the email CX queue — collaborating with the email support team to ensure seamless, documented resolutions
Abandoned Cart Recovery
• Proactively call shoppers who have abandoned their cart within one hour of abandonment
• Engage shoppers with a consultative approach — addressing hesitations, answering product questions, and supporting conversion
• Track outreach attempts and outcomes; log activity within internal systems for team visibility
Order & Ecommerce Support
• Assist customers with tracking updates, shipping inquiries, returns, exchanges, and order modifications
• Coordinate with fulfillment and logistics partners to resolve delivery or inventory-related issues
• Support subscription management and recurring customer accounts where relevant
• Ensure customer records and support notes are accurately maintained within internal systems
Customer Experience & Retention
• Help improve the overall customer journey and post-purchase experience
• Identify recurring customer pain points and provide feedback to the internal team
• Support customer retention initiatives, including review collection, loyalty engagement, and follow-up communication
Administrative & Operational Support
• Maintain organised customer support systems, templates, FAQs, and SOPs
• Assist with reporting on support volume, response times, customer feedback, and recurring issues
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Preferred Experience & Skills
• Previous experience in customer service, customer experience, ecommerce support, or operations
• Near-native English fluency — spoken and written; clear, confident, and professional on calls
• Experience working with or genuine understanding of health, wellness, and supplements brands — able to speak knowledgeably about products and ingredients on calls
• Familiarity with Shopify, Commslayer, Gorgias, Zendesk, or similar support platforms
• Strong verbal communication skills; comfortable and confident handling live phone calls with customers
• Excellent organisational and time-management abilities
• Strong problem-solving and conflict-resolution skills
• Detail-oriented with strong follow-through
• Comfortable working independently in a remote environment

To Apply:
Kindly fill out the application form below, candidates who submitted via the form will be prioritized:
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