Title: E-commerce Customer Support Agent
Location: Remote
Employment Type: Part-time
Job Summary:
We are seeking a proactive and detail-oriented E-commerce Customer Support Agent to support our online business. The ideal candidate will have experience managing a high volume of customer inquiries—primarily via email—and occasionally over the phone. Your role is crucial in ensuring a smooth and positive shopping experience for every customer.
Key Responsibilities:
- Manage and respond to a high volume of customer emails daily, ensuring timely and accurate replies.
- Handle customer service calls when needed, maintaining professionalism and empathy at all times.
- Resolve issues related to orders, payments, refunds, returns, and exchanges.
- Track shipments and update customers on order status.
- Document all customer interactions in the system and escalate issues as necessary.
- Coordinate with internal teams (warehouse, logistics, product) to resolve queries efficiently.
- Support bulk email tools and systems to manage customer communications at scale.
- Maintain high standards of customer satisfaction and adhere to service level targets.
Required Skills & Qualifications:
- 2–4 years of customer service experience in an e-commerce environment.
- Proven ability to manage and prioritize bulk email communications.
- Strong written and verbal communication skills.
- Comfortable with occasional inbound/outbound customer calls.
- Experience with Zendesk and email platforms.
- Detail-oriented with excellent problem-solving and organizational skills.
- Familiarity with order management systems and e-commerce platforms like Shopify.
It's a night shift job
- Timings: 6:30 PM to 11:30 PM
Pay: ₹200,000.00 - ₹350,000.00 per year
Application Question(s):
- Total years of customer service experience?
- Total years of experience in e-commerce customer support?
- Are you comfortable working in a part time role?
- Rate your written English communication skills on a scale of 1–10.
- Are you experienced in using AI tools like ChatGPT to assist in resolving customer queries?
- Have you worked in a high-volume email support role before?
- Have you worked with Shopify?
- Have you used Zendesk?
- Do you have experience handling customer calls? How many years of experience?
- Have you managed order-related issues such as refunds, returns, exchanges, and shipment tracking?
- Are you comfortable handling bulk email communications daily?
- Are you comfortable working night shifts from 6:30 PM to 11:30 PM IST?
Work Location: Remote
