E-Commerce Customer Support

Job Overview:
We are looking for a dynamic and customer-oriented Ecommerce Agent who is proficient in managing Shopify platforms and handling customer service queries through Gorgias. The ideal candidate will act as a liaison, provide product/services information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The goal is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Responsibilities:
– Manage and oversee all online transactions and e-commerce activities.
– Respond to customer inquiries via email, chat, and phone, ensuring timely and accurate answers.
– Navigate through Shopify and Gorgias platforms seamlessly to manage, track, and facilitate orders and customer communications.
– Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
– Assist with placing customer orders, refunds, exchanges, and other account processes in the Shopify platform.
– Gather customer feedback and share with our Product, Sales, and Marketing teams.
– Analyze and report on customer behavior and insights to improve the overall customer experience.
– Liaise with the logistics and warehouse teams to ensure timely deliveries and customer updates.
– Interact on social media platforms such as Facebook and Instagram

Qualifications:
– Strong communication skills (both verbal and written) and an ability to pacify and handle difficult customers with patience and professionalism.
– Solid understanding and navigation skills of Shopify and Gorgias platforms.
– Ability to manage multiple tasks simultaneously, prioritize workload efficiently and meet strict deadlines.
– Problem-solving and decision-making skills, with a focus on customer satisfaction.
– Excellent attention to detail, with the capability to work accurately in a fast-paced environment.
– Must be able to start immediately.
– Applicants should have a flexible schedule and be ready to work during peak hours, which may include evenings and weekends.
– Should not have other ongoing commitments, ensuring full attention and dedication to this role.