Customer Support Specialist (Retail Operations)
New
T
TVPRetail e-commerce
Location: India (Remote), U.S. shift hours (non negotiable)Full-TimeJunior
Salary700,000 - 900,000 INR per year
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Job Details
- Experience
- At least two years of experience in customer support, customer service, contact-center operations, or another customer-facing role
- Required Skills
- ShopifyProblem SolvingCustomer serviceWritten communicationGoogle SheetsCustomer support
Requirements
- At least two years of experience in customer support, customer service, contact-center operations, or another customer-facing role; retail or e-commerce experience is preferred.
- Excellent written communication, including strong grammar, clarity, and the ability to adapt tone across different brands.
- Experience assisting customers by phone, email, or live chat; experience across multiple channels is preferred.
- Strong attention to detail and ability to identify inconsistencies and errors.
- Strong working knowledge of Google Sheets, including filters, sorting, shared trackers, and basic formulas.
- Hands-on experience with Shopify.
- Previous experience working with a U.S.-based or international company and U.S. or international customers.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong problem-solving skills and judgment to resolve issues independently or escalate them.
- Ability to learn new systems and processes quickly and work independently.
- Ability to work U.S. shift hours.
Responsibilities
- Respond to customer inquiries across multiple brands while following each brand's policies, tone, and communication standards.
- Write clear, accurate, empathetic, thoughtful, and professional customer responses.
- Handle refunds, return labels, order updates, returns, and inventory adjustments.
- Use Shopify to review and manage customer and order information.
- Use Google Sheets to maintain trackers, organize data, reconcile information, and manage operational workflows.
- Track and resolve returns, backorders, fulfillment errors, stock shortages, shipping issues, and other customer-related operational issues.
- Investigate issues, identify root causes, and escalate when necessary.
- Manage multiple priorities accurately and follow tasks through to completion.
- Identify recurring issues or process gaps and contribute to improving workflows.
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