Customer Service Representative

Role Summary

We are looking for a customer-focused Live Chat Support & Shopify Order Specialist to deliver fast, accurate, and friendly support through live chat while managing orders on the Shopify platform. In this role, you will assist customers with inquiries, process and track orders, coordinate with internal teams to resolve delivery issues, and identify opportunities to recommend relevant products—all while ensuring an excellent customer experience that drives satisfaction and repeat purchases.

Key Responsibilities

Customer Support (Live Chat)

• Respond to customer inquiries via live chat in a professional, helpful, and timely manner.
• Provide clear, accurate information on products, pricing, promotions, availability, order status, and policies.
• Troubleshoot customer concerns such as incorrect items, missing orders, damaged products, and billing questions.
• Escalate complex cases appropriately while maintaining ownership and ensuring resolution.

Order Processing & Shopify Management

• Process customer orders using the Shopify e-commerce platform, ensuring accuracy in product selection, discounts, shipping details, and payment confirmation.
• Update order statuses, apply changes (e.g., address corrections, cancellations, returns), and coordinate replacements/refunds when needed.
• Review orders for potential issues (fraud indicators, incomplete addresses, duplicate orders) and follow established verification steps.

Shipment Monitoring & Customer Updates

• Track shipments across couriers and logistics partners and proactively communicate updates to customers.
• Provide timely notifications for delays, failed delivery attempts, and shipping exceptions, offering solutions when needed.
• Coordinate re-deliveries, reroutes, or returns-to-sender actions in partnership with internal teams and carriers.

Upselling & Customer Value

• Identify customer needs and recommend relevant products, add-ons, or services to enhance the shopping experience.
• Use customer context (purchase history, cart contents, preferences) to make personalized suggestions without being pushy.
• Promote current campaigns, bundles, upgrades, or warranties when appropriate.

Documentation & Record Management

• Maintain accurate, complete, and updated customer records, including chat notes, issue categories, resolutions, and follow-ups.
• Log all interactions and outcomes in the system for reporting, tracking, and quality audits.
• Ensure compliance with company policies related to customer data privacy and order handling.

Cross-Functional Collaboration

• Work closely with internal teams such as Warehouse/Fulfillment, Logistics, Finance, and Product to resolve order or delivery issues quickly.
• Share recurring customer feedback and common pain points to support process improvements.
• Participate in team huddles, training, and calibration sessions to maintain service standards.

Customer Experience Excellence

• Deliver exceptional service that supports high customer satisfaction and retention.
• Manage multiple chat conversations simultaneously while maintaining quality and accuracy.
• Meet or exceed performance metrics (response time, resolution rate, CSAT, etc.).

Qualifications

• Experience in customer support (chat/email/voice) is an advantage; e-commerce support experience is a plus.
• Hands-on experience with Shopify order management is highly preferred (or willingness to learn quickly).
• Strong written communication skills in English (additional language skills are a plus).

Skills & Competencies

• Excellent chat etiquette and professional tone
• Strong attention to detail and accuracy in order handling
• Ability to multitask and handle multiple chats at once
• Problem-solving and de-escalation skills
• Customer empathy and service mindset
• Basic to intermediate proficiency in tools such as:
  • Shopify, order tracking portals, helpdesk tools (e.g., Zendesk, Gorgias, Freshdesk), and Google Workspace/Microsoft Office