Customer Service Rep - Ecommerce Store

# Customer Service Representative – Ecommerce Store

We are looking for a reliable, detail-oriented Customer Service Representative to join our ecommerce team.

This role is ideal for someone who is organized, calm under pressure, and comfortable speaking with customers by phone, email, and chat. You will be responsible for helping customers with their orders, answering product questions, resolving issues, and supporting the team with chargebacks, returns, refunds, and general customer experience tasks.

## Responsibilities

* Answer incoming customer service calls professionally and politely
* Respond to customer emails and support tickets in a timely manner
* Help customers with order updates, shipping questions, product questions, returns, refunds, and billing concerns
* Handle chargeback cases by collecting information, preparing responses, and submitting evidence when needed
* Follow up with customers to resolve complaints and improve their experience
* Work inside ecommerce platforms, CRM systems, helpdesk tools, payment processors, and order management systems
* Escalate urgent or complex customer issues to management
* Keep accurate notes on customer interactions
* Help identify recurring customer complaints or operational issues
* Maintain a positive and professional tone with customers at all times

## Requirements

* Previous customer service experience, preferably for an ecommerce brand
* Strong English communication skills, both written and spoken
* Comfortable speaking on the phone with customers
* Ability to stay calm and professional with upset customers
* Strong attention to detail
* Organized and able to follow processes
* Experience with Shopify, Gorgias, Zendesk, Recharge, Stripe, PayPal, or similar tools is a plus
* Experience handling refunds, disputes, and chargebacks is a plus
* Reliable internet connection and a quiet work environment

## Ideal Candidate

You are patient, responsible, and solutions-focused. You understand that customer service is not just about answering questions — it is about protecting the brand, improving customer trust, and making sure customers feel heard.

You should be comfortable handling multiple conversations per day and following clear SOPs while also using good judgment when needed.

## Schedule

This is a remote position. Availability during North American business hours is preferred.

## Compensation

Compensation will be based on experience.

## How to Apply

Please send your resume along with a short message explaining your previous customer service experience and any ecommerce tools you have used before.