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VASL

Customer Service Specialist (Ecommerce) (Remote)

Posted 5 months ago
United States
2-5 years experience
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AI Summary

Handle day-to-day customer support via email, phone, and chat, including order and shipment management using ShipStation. Implement and refine AI tools and automation to streamline FAQs and improve the overall customer experience.

Title: Customer Service Specialist (Ecommerce)

Job Type: Full-Time, Remote

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


Overview:

We’re looking for a customer-focused Customer Service Specialist who can not only handle day-to-day support, but also help us implement AI tools to streamline and improve customer experience. This role combines hands-on support with process improvement and automation.

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


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