Customer Service Specialist, Ecommerce

This is a fully remote position, open to applicants in Pakistan.

📋 Description

• Address customer inquiries through email, phone, and chat.

• Provide assistance with orders, shipping, returns, and product inquiries.

• Oversee shipments utilizing ShipStation.

• Resolve delivery issues and order discrepancies.

• Process refunds, replacements, and updates as necessary.

• Respond to customer reviews.

• Recognize recurring customer questions and trends.

• Aid in the implementation of AI tools and automation to address FAQs (such as order status, shipping, returns, etc.).

• Develop and enhance response templates and knowledge base materials.

• Train and optimize AI responses to align with brand voice.

• Monitor performance metrics and propose enhancements to minimize support volume.

⛳️ Requirements

• 1–3 years of experience in eCommerce customer service.

• Proficiency in ShipStation is required.

• Excellent written and verbal communication abilities.

• Comfortable managing both phone calls and high-volume email support.

• Interest or experience in AI tools, automation, or process enhancement.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and training.

• Flexible work hours and remote work options available.

• Health and wellness benefits, including medical and dental coverage.

• A collaborative and inclusive company culture.