E-Commerce Customer Support
- Hiring from
- Egypt, Kenya, Nigeria
- Work type
- Remote
- Posted
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Job Description
This is a remote position.
This is a remote role open to candidates in Kenya, Nigeria, and Egypt
Our client is looking for a Customer Support Representative to manage email-based customer support and ensure a seamless online shopping experience. The role will handle customer inquiries, order tracking, product and sizing questions, and end-to-end returns and exchanges using Gorgias. You will also collaborate closely with the Perth-based customer support and warehouse teams through Shopify and ShipHero to resolve shipping, fulfillment, and customer service concerns. This position is ideal for a detail-oriented and empathetic professional who can maintain high customer satisfaction while independently managing increased inquiry volumes during promotional periods.
Key Responsibilities
- Respond to customer enquiries about products, orders, billing and accounts using Gorgias
- Resolve complaints at first contact wherever possible, and escalate when needed
- Follow scripts, policies and service-level targets
- Identify recurring issues and share feedback with the team
- Process refunds, exchanges and account updates
Requirements
- 1-3 year of experience in customer service
- Experience using Gorgias
- Excellent spoken and written English with a clear, natural accent
- Close attention to detail
- The discipline to follow a set process every time, especially for complaints
- A quiet home workspace and reliable internet
