Customer Service Representative - Apparel E-commerce
A
Activate TalentApparel E-commerce
Philippines. South Africa. Colombia. Brazil. Kenya, EST or PSTFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- Shopify
Requirements
- 2+ years of customer service experience
- Experience in e-commerce, apparel, fashion, or consumer goods industries
- Strong hands-on experience with Shopify (order management and backend navigation essential)
- Experience using Gorgias or similar helpdesk/ticketing systems (e.g., Zendesk, Freshdesk)
- Exceptional written English with the ability to communicate in a warm, clear, and professional tone
- Ability to manage high ticket volumes while maintaining accuracy and service quality
- Strong time management and ability to work in a fast-paced, remote environment
- Availability to work full US business hours (EST or PST)
- Strong problem-solving mindset with a focus on end-to-end resolution
- High emotional intelligence with proven ability to de-escalate customer concerns
Responsibilities
- Own the full customer support lifecycle from initial contact through to resolution across email, live chat, and other support channels
- Handle customer inquiries including order issues, shipping updates, returns, exchanges, refunds, and product-related questions
- Manage and prioritize support tickets using Gorgias, ensuring SLAs are consistently met
- Use Shopify to look up orders, process refunds, adjust orders, and verify customer account information
- Leverage Sienna AI or similar tools to streamline workflows and enhance customer interactions
- Identify recurring customer pain points and escalate insights to internal teams for improvement
- Maintain accurate and detailed records of all customer interactions and resolutions
- Ensure all communication aligns with the brand’s voice, tone, and values
- Collaborate with operations and fulfillment teams to resolve complex customer issues
- Contribute to internal knowledge base articles and response templates to improve support efficiency
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