- Handle inbound and outbound customer calls, resolving order, product, billing, refund, and shipping questions in real time.
- Resolve issues within your scope and escalate complex or sensitive cases to leadership promptly.
- Follow macros, SOPs, and brand voice guidelines during customer interactions.
- Meet CSAT, first response time, and resolution time targets.
- Participate in coaching sessions and team meetings with camera on.
- Maintain accurate, complete case notes and records in Richpanel for every interaction.
- Flag recurring issues, complaints, or trends to leadership for root cause resolution.
ShopifyCustomer service