Customer Support Representative(Ecommerce)

Company Description

Position Summary

Key Responsibilities

• Respond to customer inquiries through platforms such as Re:Amaze, Shopify Inbox, TikTok Shop, and social media channels
• Resolve customer complaints with empathy, professionalism, and a solution-oriented approach
• Process returns, replacements, and recycling program codes in a timely manner
• Monitor and track orders, including identifying fraud risks, errors, and updating order status
• Manage community engagement by responding to comments and direct messages across platforms like TikTok, Meta, and others
• Review customer feedback and product reviews, escalating trends and recurring issues
• Contribute to data-driven insights by supporting ticket tagging, tracking sheets, and reporting processes
• Handle ticket management, including customer inquiries, complaints, returns, and replacements
• Perform order monitoring by reviewing daily orders for fraud risk, errors, and fulfillment issues
• Maintain active brand presence through community engagement by responding to comments and messages
• Monitor product and service reviews to track customer sentiment and escalate recurring concerns
• Support reporting by tagging tickets, updating tracking documents, and contributing to performance reports
• Assist with ad hoc projects and collaborate cross-functionally as needed
  

Qualifications

• Minimum 1 year of experience in customer support, e-commerce, or community management
• Strong written communication skills with the ability to adapt tone to a friendly, approachable, and solution-oriented brand voice
• Experience with Shopify, TikTok Shop, or customer service platforms such as Re:Amaze, Zendesk, Gorgias, etc., is preferred
• Detail-oriented, process-driven, and able to multitask effectively across multiple platforms
• Ability to work independently while escalating issues appropriately when necessary
• Open to work in Night Shifts