Customer Experience Specialist - Ecommerce Support
W
WorkanaEcommerce
Workable locations: Argentina. Colombia. Peru. Brazil. Mexico. Chile, strong overlap with Eastern TimeContract
Salary not disclosed
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Job Details
- Languages
- Excellent spoken and written English
- Required Skills
- Problem SolvingCustomer serviceAttention to detailCustomer support
Requirements
- Experience in customer service, customer support, or customer experience.
- Excellent spoken and written English.
- Comfortable switching between phone, chat, email, and marketplace messages.
- Strong problem-solving skills and ability to stay calm with frustrated customers or busy support days.
- High attention to detail when reviewing orders, messages, and customer histories.
- Comfortable working remotely with a small, collaborative team.
- Availability to work full-time with strong overlap with Eastern Time.
- Ecommerce support experience is preferred, but strong customer service experience from other industries can also be considered.
Responsibilities
- Respond to customer inquiries through phone, email, live chat, and marketplace platforms.
- Handle ecommerce support topics such as tracking, shipping, damaged products, delays, returns, product questions, and custom requests.
- Review customer history and internal notes to resolve more complex or sensitive cases.
- Communicate with customers in a clear, polished, professional, and empathetic tone.
- Coordinate with the internal team through Microsoft Teams and Outlook.
- Learn the product catalog and help customers understand available options.
- Identify repetitive questions, process gaps, or workflow inefficiencies, and suggest improvements.
- Support the improvement of customer service tools, chatbot flows, automated responses, or basic workflows when possible.
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