Customer Service Representative - E-commerce (MB - 09112026 - FTCSRE)

Position: Customer Service Representative – E-commerce

Number of hours: 40 hours per week
Schedule: EST

Key Responsibilities

• Provide professional and timely customer support through phone, email, and live chat .

• Respond to customer inquiries regarding products, orders, payments, shipping, delivery, returns, refunds, exchanges, and other e-commerce concerns.

• Assist customers with order tracking, order modifications, cancellations, and delivery issues .

• Resolve customer complaints and concerns efficiently while maintaining a positive and professional customer experience.

• Coordinate with fulfillment, logistics, warehouse, and other internal teams to resolve order-related issues.

• Process returns, refunds, replacements, and exchanges according to company policies and procedures.

• Maintain accurate records of customer conversations, issues, resolutions, and follow-up actions within the designated customer service platform or CRM.

• Follow up on unresolved customer concerns and ensure cases are properly closed.

• Escalate complex or high-priority concerns to the appropriate team when necessary.

• Maintain a strong understanding of products, promotions, policies, and e-commerce processes to provide accurate information to customers.

• Meet established customer service KPIs, including response time, resolution time, customer satisfaction (CSAT), and quality standards .

• Identify recurring customer concerns and communicate feedback that may help improve products, processes, and the overall customer experience.

Requirements

• Previous customer service experience in an e-commerce environment is REQUIRED.

• Proven experience providing customer support through phone, email, and live chat .

• Experience handling online orders, shipping concerns, returns, refunds, exchanges, cancellations, and product inquiries .

• Strong written and verbal English communication skills.

• Strong customer service, active listening, problem-solving, and conflict-resolution skills.

• Comfortable managing multiple customer conversations and support channels while maintaining accuracy and professionalism.

• Experience using e-commerce platforms, CRM systems, helpdesk/ticketing platforms, or live-chat tools is highly preferred.

• Familiarity with platforms such as Shopify, Gorgias, Zendesk, Freshdesk, Intercom, or similar tools is an advantage.

• Ability to handle difficult or dissatisfied customers professionally and calmly.

• Strong attention to detail, organization, and follow-through.

• Ability to work independently in a remote environment and consistently meet productivity and customer service targets.

• Must be available to work 40 hours per week