- Handle inbound customer emails, resolving order, product, billing, refund, and shipping questions accurately and in a timely manner.
- Manage your assigned ticket queue, prioritizing by urgency and staying within response time targets.
- Resolve issues within your scope and escalate complex or sensitive cases to leadership promptly and with clear context.
- Use macros and SOPs as a starting point, personalizing responses so they read as genuinely helpful rather than templated.
- Meet CSAT, first response time, and resolution time targets for the email channel.
- Participate in coaching sessions and team meetings with camera on, and apply feedback to improve response quality over time.
- Maintain accurate, complete case notes and records in Richpanel for every interaction.
- Flag recurring issues, complaints, or trends to leadership so they can be addressed at the root cause.
ShopifyCustomer service