Customer Service Representative (SO-01292026-FTCSR)

* 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.

Qualifications

* 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

Experience with or the ability to quickly learn the following tools is essential:

* 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