Core Competencies:

• Ethics. Works with integrity; Upholds organizational values.

• Dependability. Follows instructions, responds to management direction; results oriented and committed to achieving objectives and tasks as required.

• Teamwork and Collaboration. Exhibits objectivity and openness to others views; Gives and welcomes feedback; Contributes to building a positive culture. Communicates effectively.

• Professionalism. approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration; Accountable of all actions and decisions.

• Organizational Support. Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values.

• Quality Management. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

• Decision Making. Analyzes each situation, looking for opportunities to make any situation more beneficial for the company. Participates effectively in communication to achieve optimum results.

Tasks Required:

• Handles an average of 5,500 inbound customer support tickets per month across email, live chat, and messaging channels, with higher volumes during product launches and site-wide sales.
• Respond to product inquiries, order management requests, and reward program questions.
• Manage returns and exchanges, including warranty and defect-related concerns.
• Assist with tracking requests, delivery status inquiries, and lost shipment claims.
• Update and manage orders in Shopify, including address changes and cancellations.
• Ensure all interactions are brand-aligned, professional, and customer-focused
• Meet or exceed targets for CSAT, first response time, and resolution time.
• Maintain accurate documentation and updates in Gorgias and internal tracking tools.
• Support volume surges during sales, launches, weekends, and special campaigns.
• Collaborate with internal teams to ensure operational continuity and issue resolution.

Requirements:

• Proven experience as a Customer Service Representative in ecommerce.
• Strong written English communication skills with a customer-first mindset.
• Experience handling high ticket volumes in a fast-paced environment.
• Familiarity with order management, returns, and shipping-related inquiries.
• Ability to remain calm, accurate, and professional during peak volume periods.
• Strong attention to detail and ability to follow workflows and SOPs.
• Comfortable working weekends, extended hours, or fluctuating schedules when needed.
• Experience with Gorgias, Shopify, or similar platforms is a strong advantage.
  
  

Tools & Technology:

• Shopify – order and customer management
• Loop – returns and exchanges
• Gorgias – ticketing, live chat, and messaging
• Google Workspace – Google Sheets and Docs for reporting and documentation