Customer Service Representative (SO - 09042026 - FTCSR)
职位：客户服务代表时间数：48小时/周安排：· 月 日星期日：8:00 AM 4:00 PM PST · 在产品推出期间，聊天可能早于1个小时 · 在整个网站销售期间，聊城覆盖范围可以从5:00 AM 7:00 PM PT ·支持周末和峰期的灵活性是高度重视的关键责任 ·通过电子邮件，直播聊天和消息频道每月平均处理5,500门客服支付票，在产品推出的过程中和全站销售量更高。·响应产品查询，订单管理请求以及奖励计划问题。· 管理返回和交换，包括保证和缺陷相关的问题。·协助追踪请求，交货状态查询以及丢失运输要求。· 在 Shopify 中更新和管理订单，包括地址更改和取消。·确保所有互动都符合品牌，专业和客户关注 ·满足 CSAT,第一响应时间和解决方案时间目标或超过这些目标。·维护 Gorgias 和内部跟踪工具中的准确文档和更新。·支持销售，发射，周末和特殊活动期间增长量。·与内部团队合作以确保运营连续性和解决问题的解决方案。· 经验证明，在电子商务领域担任客户服务代表。· 有强有力的书面英语沟通技能，以客户优先考虑的思维方式。· 在快速发展环境中处理高票量。·熟悉订单管理，退货和运输相关询问。· 在量峰期保持冷静，准确和专业的能力。· 对细节高度关注并能够跟踪工作流程和 SOP. ·需要时舒适的工作周末，长时间或波动日程。·与 Gorgias,Shopify 或类似平台的体验是强大的优势。工具 & 技术 经验或能够快速学习以下工具是必不可少的：· Shopify 订单和客户管理 ·循环 回报和交换 · Gorgias 票售，直播聊天和消息传递 ·奇迹 · Google 工作空间 报告和文档的 Google 文件最初发布在喜马拉雅。
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Position: Customer Service Representative
Number of hours: 48 hours/week
Schedule:
- Monday – Sunday: 8:00 AM – 4:00 PM PST
- During product launches, chat may open 1 hour earlier
- During site-wide sales, chat coverage may extend from 5:00 AM – 7:00 PM PT
- Flexibility to support weekends and peak periods is highly valued
Key Responsibilities
- Handles an average of 5,500 inbound customer support tickets per month across email, live chat, and messaging channels, with higher volumes during product launches and site-wide sales.
- Respond to product inquiries, order management requests, and reward program questions.
- Manage returns and exchanges, including warranty and defect-related concerns.
- Assist with tracking requests, delivery status inquiries, and lost shipment claims.
- Update and manage orders in Shopify, including address changes and cancellations.
- Ensure all interactions are brand-aligned, professional, and customer-focused
- Meet or exceed targets for CSAT, first response time, and resolution time.
- Maintain accurate documentation and updates in Gorgias and internal tracking tools.
- Support volume surges during sales, launches, weekends, and special campaigns.
- Collaborate with internal teams to ensure operational continuity and issue resolution.
Qualifications
- Proven experience as a Customer Service Representative in ecommerce.
- Strong written English communication skills with a customer-first mindset.
- Experience handling high ticket volumes in a fast-paced environment.
- Familiarity with order management, returns, and shipping-related inquiries.
- Ability to remain calm, accurate, and professional during peak volume periods.
- Strong attention to detail and ability to follow workflows and SOPs.
- Comfortable working weekends, extended hours, or fluctuating schedules when needed.
- Experience with Gorgias, Shopify, or similar platforms is a strong advantage.
Tools & Technology
Experience with or the ability to quickly learn the following tools is essential:
- Shopify – order and customer management
- Loop – returns and exchanges
- Gorgias – ticketing, live chat, and messaging
- Wonderment
- Google Workspace – Google Sheets and Docs for reporting and documentation
Originally posted on Himalayas