Ecommerce Customer Support Expert

Job Title: Full-Time Phone and Email Support Specialist

Location: Remote

Hours:
6am to 4pm, Monday through Friday, US Pacific Time Zone – mid day breaks provided

About Us:
We are a leading online retailer specializing in high-quality paper goods. We are dedicated to providing our customers with exceptional service and a seamless shopping experience. We are seeking a highly motivated and experienced Customer Support Rockstar to join our growing team.

Job Summary:
As Customer Support Specialist, you will be responsible for providing top-notch customer service to our valued customers via email and chat. The ideal candidate will be fluent in English, both speaking and writing, and have at least 4 years of previous support or virtual assistant experience.

Key Responsibilities:

1. Respond to customer inquiries, concerns, and complaints via email and chat in a timely, professional, and courteous manner.
2. Provide accurate product information and assist customers with placing orders, returns, and exchanges.
3. Maintain a quiet and professional work environment, ensuring you are ready to reply and help when needed.
4. Manage customer accounts, including updating contact information, tracking orders, and processing refunds, correcting addresses or adjustments as needed.
5. Work with manager to resolve customer issues and provide the best possible solutions.
6. Continuously develop your knowledge of our products, policies, and procedures to better serve our customers.
7. Maintain detailed records of customer interactions, comments, and inquiries for future reference and analysis.
8. Provide feedback and insights to help improve the overall customer experience and drive company growth.

Qualifications:

1. Must have a minimum of 4 years of experience in customer support or as a virtual assistant.
2. Fluent in English, both speaking and writing.
3. Excellent communication and interpersonal skills, with the ability to remain calm and professional in high-pressure situations.
4. Strong problem-solving and decision-making abilities.
5. Detail-oriented, with the ability to multitask and prioritize tasks in a fast-paced environment.
6. Proficient in customer support software (zendesk, reamaze, gorgias or similar) and shopify customer accounts.
7. Experience with shipstation is a plus.
8. Knowledge of paper goods and related products is highly desirable.

We offer top of range salary based on hours worked, paid time off, and opportunities for professional growth.

To apply for this position, please provide your experience and qualifications.

We look forward to hearing from you!

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.