Job Summary
KDCI Outsourcing is seeking an experienced Customer Service Representative to support a growing eCommerce and direct-to-consumer business. This role is responsible for delivering exceptional customer service across phone, email, and chat channels, assisting customers with orders, shipping inquiries, refunds, and account-related concerns. The ideal candidate has hands-on experience with Shopify and Gorgias, AI-powered support tools, and is comfortable working in a fast-paced environment while supporting account launches, transitions, and operational growth initiatives.
Key Responsibilities
- Handle customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide accurate information regarding products, orders, shipping, returns, and account-related concerns.
- Resolve customer concerns and complaints while maintaining a positive customer experience.
- Process orders, refunds, replacements, exchanges, and other customer requests.
- Utilize Shopify and Gorgias to manage customer interactions, support tickets, order-related concerns, and customer communication workflows.
- Leverage AI-powered tools to improve customer support efficiency, response quality, and productivity.
- Maintain accurate records of customer interactions, transactions, and resolutions.
- Collaborate with internal teams to address escalations and operational concerns.
- Support process improvements and contribute to maintaining service quality standards.
- Assist with account launches, transitions, onboarding activities, and operational ramp-ups as needed.
- Meet established productivity, quality, and customer satisfaction targets.
Job Requirements
- 2–3 years of experience in customer service within an eCommerce or direct-to-consumer environment.
- Hands-on experience using Shopify and Gorgias for order management, customer support, ticket handling, and customer communication workflows.
- Experience supporting health and wellness consumer products.
- Experience utilizing AI tools or platforms to support customer service operations.
- Experience supporting account launches, transitions, migrations, or onboarding initiatives.
- Experience handling phone, email, and chat support channels.
- Strong verbal and written English communication skills.
- Strong customer service, problem-solving, and conflict-resolution skills.
- Ability to multitask, prioritize workload, and work independently.
- Comfortable working in a fast-paced and performance-driven environment.
