Customer Experience Agent

📋 Description

• Respond swiftly and professionally to customer inquiries through phone, chat, email, and platform-specific messaging (Amazon, TikTok, Shopify).

• Investigate and resolve issues related to lost, delayed, or incorrect orders.

• When necessary, escalate technical or complex issues to the Customer Support Lead.

• Manage and address refund and return requests from customers on TikTok.

• Respond to customer messages, reviews, or inquiries on Amazon in accordance with their customer service standards.

• Handle inbound customer calls and address concerns related to orders, products, or service issues.

• Proactively identify recurring customer issues and recommend improvements to internal processes or FAQs.

• Stay informed about product knowledge, promotions, and policy changes.

⛳️ Requirements

• Proven experience in a customer support or customer service role, preferably supporting e-commerce or DTC brands.

• Required hands-on experience with Gorgias as a CRM (must be comfortable managing tickets, macros, tags, and workflows).

• Demonstrated experience in handling chat, email, and voice (phone) support in a fast-paced customer service environment.

• Strong written and verbal communication skills with the ability to adapt tone across different support channels.

• Experience in supporting customers across multiple platforms such as Amazon, TikTok Shop, Shopify, or similar e-commerce channels.

• Proven ability to resolve customer complaints, order issues, refunds, and returns with empathy and professionalism.

• Strong attention to detail with the capability to accurately document interactions, refunds, returns, and call outcomes.

• Highly organized, reliable, and capable of managing multiple customer inquiries at once.

• Proactive, solutions-oriented mindset with the ability to identify recurring issues and suggest improvements to processes or FAQs.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career growth.

• Flexible working hours and supportive work environment.

• Employee discounts on products and services.