Customer Service Representative (SO-01292026-FTCSR)
职位：客户服务代表时间表：40小时/周 时间表：· 月 日星期日8:00 AM 4:00 PM PT · 在产品推出期间，聊天可能会提前1小时开放 · 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，直播聊天和消息平台处理进来客户支持门票。·响应产品查询，订单管理请求以及奖励计划问题。·管理回报和交换，包括保修和缺陷相关的问题。·协助追踪要求，状态交货查询和丢失运输索赔。· 在 Shopify 中更新和管理订单，包括地址变更和取消。·确保所有互动都符合品牌，专业和客户关注的 · 满足或超越 CSAT,第一响应时间和解决方案时间的目标。·在 Gorgias 和内部跟踪工具中保持准确的文档和更新。·支持销售，发行，周末和特别活动期间的量升。·与内部团队合作以确保运营连续性和问题解决。资格 ·作为电子商务客户服务代表经验证明的经验。·具有强有力的书面英语沟通技能，以客户优先思维方式。· 经验在快速的环境中处理高票量。·熟悉订单管理，回报和与运输相关查询。· 在峰值期保持冷静，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. · 有必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。工具和技术知识或能力迅速学习以下工具至关重要：· Shopify 订单和客户管理 ·循环 返回和交换 · Gorgias 售门票，直播聊天和消息 · 谷歌工作空间 Google 文件和文件用于报告和文档 原始发布在喜马拉雅
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Position: Customer Service Representative
Number of hours: 40 hours/week
Schedule:
- Monday – Sunday: 8:00 AM – 4:00 PM PT
- 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
- Handle inbound customer support tickets across email, live chat, and messaging platforms.
- 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
- Google Workspace – Google Sheets and Docs for reporting and documentation
Originally posted on Himalayas