Customer Service Representative, E-commerce
Posted 8 days ago
You'll complete your application on SupportNinja's career site.
About the Role
We are hiring a committed Customer Service Representative to work remotely. Your primary focus will be delivering premium support to e-commerce clients to help them grow and sustain smooth operations. You should be a professional capable of clear communication through voice and digital platforms, managing client workflows with speed and flexibility. In this energetic support role, you will contribute to customer success and foster favorable results for clients across different sectors. This position is entirely remote and offers chances for career advancement for individuals who thrive in changing environments and assist US-based retail brands.
Requirements
- You must have superior verbal and written English proficiency, including professional grammar and clear speech, to communicate with customers in the US.
- You need prior experience in e-commerce support, specifically regarding order management, returns, exchanges, and refunds.
- You must demonstrate the ability to handle urgent requests and challenging interactions through inbound voice support.
- You are expected to offer product recommendations and spot upselling chances while maintaining a high level of trust and empathy.
- Familiarity with Shopify is preferred, as is experience with AI-supported workflows or Intercom.
- You must be available to work night shifts and possess your own equipment for a remote setup.
Responsibilities
- You will manage customer requests through phone calls and email.
- Your duties include helping customers with placing orders, canceling them, and offering product suggestions to improve their shopping journey.
- You will process delicate transactions like exchanges, returns, and refunds, while emphasizing customer loyalty and identifying upselling potential.
- You must adhere precisely to existing support policies and procedures while remaining flexible as client operations evolve.
- You will be required to escalate difficult problems to the client when policy exceptions are needed or approval is necessary to maintain consistent service standards.
Benefits & Perks
- This role features a remote work arrangement with a bring-your-own-device requirement.
- The firm operates as an Equal Employment Opportunity employer and provides ongoing avenues for professional development and growth.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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