Ecommerce Customer Service Specialist – D2C

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

📋 Description

• Oversee the inbox to provide customer assistance, respond to inquiries, and escalate issues as necessary

• Resolve account support issues efficiently

• Address customer questions within a response time of less than 1 hour

• Acquire product knowledge to effectively inform customers

• Actively monitor for negative reviews and escalate them to brand management

• Manage returns and address billing or delivery concerns

• Actively seek and gather customer reviews to boost brand visibility

• Develop role-specific SOPs and FAQs to ensure quicker and more precise responses

• Provide assistance with various tactical e-commerce tasks as required

⛳️ Requirements

• A minimum of 3 years of experience in a direct-to-consumer (D2C) e-commerce customer service position

• Practical experience with Shopify brands

• Outstanding verbal and written communication abilities

• Experience in the consumables sector (or a related field)

• Basic to intermediate proficiency with Google Sheets/Excel for fundamental reporting

• At least 1 year of experience using a professional helpdesk tool such as Gorgias (or a comparable platform)

• Familiarity with Slack and Zoom for internal team coordination and communication

• Capability to work in Eastern Mountain Time (EMT)

🏝️ Benefits

• Competitive salary

• Opportunities for professional development

• Flexible work environment

• Health and wellness benefits