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