Shopify Customer Support Specialist
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As a Customer Support Specialist, you'll be the primary point of contact for our customers, helping them navigate our Shopify store, resolve issues, and ensure a smooth shopping experience.
Key Responsibilities
- Respond to customer inquiries via email in a timely and professional manner
- Handle order-related issues including tracking, modifications, cancellations, and returns
- Process refunds and exchanges according to company policies
- Troubleshoot technical issues related to website navigation, checkout process, and account access
- Maintain detailed records of customer interactions in our support system
- Identify and escalate complex issues to appropriate tea m me mbers
- Provide product information and recommendations to customers
- Help customers navigate the shopping process from browsing to checkout
- Contribute to the development of customer service policies and procedures
- Monitor and report common customer issues to improve the shopping experience
Qualifications (Nice to have but not completely required)
- 1-2 years of customer service experience, preferably in e-commerce
- Experience with Shopify platform or similar e-commerce platforms
- Strong written and verbal communication skills
- Excellent problem-solving abilities
- Ability to maintain composure in high-pressure situations
- Strong attention to detail and ability to multitask
- Proficiency in Google Workspace and Customer Service Software
As part of the application process, please answer below questions:
1. How long have you been working from home? If you don't have prior experience, tell me why you want to start working from home.
2. Do you have any experience working as a customer support associate or anything related? Tell me about it.
3. How much is your expected salary?
4. Are you open to working with us full-time? Monday - Friday (7hrs/day), Saturday(3hrs).
5. Tell me about a time when you de-escalate a situation. What happened? How did you handled it?