Customer Service Specialist (Ecommerce) (Remote)

Title: Customer Service Specialist (Ecommerce) Job Type: Full-Time, Remote Timings: 9 PM - 4 AM (Pakistan Standard Time) Overview: We’re looking for a customer-focused Customer Service Specialist who can not only handle day-to-day support, but also help us implement AI tools to streamline and improve customer experience . This role combines hands-on support with process improvement and automation. Key Responsibilities: Respond to customer inquiries via email, phone, and chat Assist with orders, shipping, returns, and product questions Manage shipments using ShipStation Troubleshoot delivery issues and order errors Process refunds, replacements, and updates Answer reviews AI & Automation (Key Part of Role) Identify repetitive customer questions and patterns Help implement AI tools and automation to handle FAQs (order status, shipping, returns, etc.) Create and refine response templates and knowledge base content Train and improve AI responses to match brand voice Monitor performance and suggest improvements to reduce support volume Requirements: 1–3 years of eCommerce customer service experience Must be proficient in ShipStation Strong written and verbal communication skills Comfortable handling both calls and high-volume email support Interest or experience in AI tools, automation, or process improvement