Customer Service Representative (E-commerce)

Work Setup: Remote

Equipment: BYOD

Schedule: TBD (Must be open to night shift)

Start Date: ASAP

What does a day in the life of a Customer Service Representative look like?

• Respond to customer inquiries via email and inbound phone.
• Assist customers with order cancellations and order placement.
• Answer product questions and provide recommendations.
• Identify appropriate upsell opportunities during customer interactions.
• Handle refund, return, and exchange requests with a focus on customer retention.
• Follow established customer service policies and workflows.
• Escalate issues requiring client approval or policy exceptions.
• Adapt to new processes and workflows as the client builds out its support operation.

What are the required qualifications of a Customer Service Representative?

• Excellent spoken English: Clear pronunciation, strong communication skills, and the ability to confidently support US-based customers over the phone.
• Excellent written English: Strong grammar, comprehension, and professional email communication skills.
• E-Commerce customer support experience: Familiarity with order management, cancellations, refunds, exchanges, and general product inquiries.
• Inbound voice experience: Comfortable handling customer calls, including potentially difficult conversations and time-sensitive requests.
• Sales and retention mindset: Ability to identify upselling opportunities, offer appropriate product recommendations, and turn potential refunds into exchanges or retained orders.
• Strong customer service skills: Empathetic, patient, proactive, and able to build trust with customers.
• Adaptability: Comfortable joining a developing customer service operation where workflows and processes are still being established.

Preferred Qualifications

• Previous experience using Intercom for customer support.
• Familiarity with Intercom Fin or AI-assisted customer service workflows.
• Experience supporting beauty, wellness, hair care, supplements, or other health-related eCommerce brands.
• Experience with Shopify or similar eCommerce platforms.
• Previous experience in customer retention, product recommendations, or upselling.
• Experience supporting US-based consumer brands.

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/8ACxbIMphfYhXiobaCscF

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary. 

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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