Customer Service Specialist (Ecommerce) (Remote)

Title: Customer Service Specialist (Ecommerce)

Job Type: Full-Time, Remote

Timings: 9 PM - 4 AM (Pakistan Standard Time)

Key Responsibilities:

• Respond to customer inquiries via email, phone, and chat
• Assist with orders, shipping, returns, and product questions
• Manage shipments using ShipStation
• Troubleshoot delivery issues and order errors
• Process refunds, replacements, and updates
• Answer reviews
  
  AI & Automation (Key Part of Role)
• Identify repetitive customer questions and patterns
• Help implement AI tools and automation to handle FAQs (order status, shipping, returns, etc.)
• Create and refine response templates and knowledge base content
• Train and improve AI responses to match brand voice
• Monitor performance and suggest improvements to reduce support volume
  
  Requirements:
  
  
• 1–3 years of eCommerce customer service experience
• Must be proficient in ShipStationStrong written and verbal communication skills
• Comfortable handling both calls and high-volume email support
• Interest or experience in AI tools, automation, or process improvement