Senior E-commerce Customer Support

Description:

We are looking for dedicated Customer Support Executives with proven e-commerce experience to provide high-quality support for our B2B clients. You will manage customer inquiries via email and chat, follow SOPs, and contribute to improving customer satisfaction and retention.

Key Responsibilities:

• Respond to customer inquiries with professionalism, accuracy, and empathy
• Resolve order, billing, and product-related issues using internal tools and SOPs
• Meet defined KPIs: response time, quality benchmarks, and CSAT scores
• Document customer interactions accurately and escalate issues when needed
• Identify recurring issues and suggest process improvements

Requirements:

• Excellent English communication (spoken & written)
• Proven customer service experience, preferably in e-commerce
• Experience with Shopify or technical support is a plus
• Strong problem-solving skills, attention to detail, and reliability

Training & Assessment:

• Paid training (6 days/week)
• Meet quality standards and KPIs within 30 days
• Re-training and re-test provided if initial assessment is not passed
• Failure to meet standards may result in non-confirmation of employment