Ecommerce Customer Service Representative
I
IntelassistEcommerce Beauty
Quezon City, PH, US Eastern Time ZoneFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Strong written and verbal English communication skills
- Experience
- Approximately 5 years of customer service experience in an e-commerce environment.
- Required Skills
- ShopifyProblem SolvingZendeskCustomer support
Requirements
- Approximately 5 years of customer service experience in an e-commerce environment.
- Comfortable working within Shopify, Zendesk, and/or other CS tools.
- Proven ability to manage multiple channels (email, chat, phone, social) without compromising quality.
- Reliable internet connection and a quiet, professional remote work environment.
- Strong written and verbal English communication skills.
- Strong attention to detail, problem-solving skills, and ability to work independently.
- Prior experience in the beauty, cosmetics, skincare, or personal care industry.
- Experience with hair extensions, wigs, weaves, etc. is highly desired.
- Familiarity with handling returns, refunds, and exchanges in an e-commerce setting.
- Experience supporting US-based customers and adapting to US business culture and tone.
- Bachelor’s Degree in any related field preferred.
Responsibilities
- Respond to customer inquiries via email, chat, phone, and social media in a professional and timely manner.
- Resolve customer concerns related to products, orders, shipping, returns, and refunds.
- Provide accurate product information and guidance to help customers make informed purchase decisions.
- Identify opportunities for light upselling and cross-selling based on customer needs and product fit.
- Process and monitor customer orders within Shopify.
- Handle order modifications, cancellations, returns, exchanges, and refunds in line with company policies.
- Track shipments and proactively communicate updates or delays to customers.
- Coordinate with internal teams to resolve fulfillment, inventory, or shipping issues.
- Document customer interactions accurately and consistently within Shopify.
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