Ecommerce Customer Support Agent

E-commerce Customer Support Agent

Location: Remote

Employment Type: Full-time

Work Schedule: Night Shift – 9:00 PM to 6:00 AM PHT

Global eBrand is looking for a proactive, detail-oriented, and customer-focused E-commerce Customer Support Agent to support our growing online business.

The ideal candidate will have 1–2 years of experience in e-commerce customer support and be comfortable handling a high volume of customer inquiries through email, chat, and phone calls.

The role will involve assisting customers with orders, payments, refunds, returns, exchanges, shipping, and delivery-related queries. The candidate will be responsible for handling both written and verbal customer interactions, ensuring every interaction is handled professionally, efficiently, and with a strong focus on customer satisfaction.

The candidate should also be comfortable using AI tools to assist with email drafting, response refinement, summarization, and customer communication, while ensuring that all final responses are accurate, personalized, professional, and aligned with company policies.

Key Responsibilities

• Manage and respond to a high volume of customer emails and support tickets daily while maintaining accuracy, professionalism, and timely response times.
• Handle inbound and outbound customer calls professionally, addressing customer concerns, providing order updates, and resolving issues where possible.
• Communicate with customers through email, phone, chat, and other customer support channels as required.
• Handle customer queries related to:
• Orders
• Payments
• Refunds
• Returns
• Exchanges
• Cancellations
• Shipping and delivery
• Product-related concerns
• Track shipments and provide customers with accurate updates regarding their order status and delivery.
• Investigate customer issues by reviewing order details, payment information, shipping records, previous conversations, and account history.
• Resolve customer concerns independently where possible and escalate complex or sensitive issues to the appropriate internal team.
• Use AI tools such as ChatGPT and other AI-assisted writing tools to draft, refine, personalize, summarize, and improve customer communications where appropriate.
• Review and fact-check AI-generated responses before sending them to ensure accuracy, relevance, appropriate tone, and compliance with company policies.
• Manage customer communications at scale using email platforms, ticketing systems, and customer communication tools.
• Document all customer interactions, call details, resolutions, and follow-up actions accurately in the relevant systems.
• Work closely with Warehouse, Logistics, Operations, Product, Finance, and other internal teams to resolve customer issues efficiently.
• Follow established customer service processes, response guidelines, call-handling procedures, and service-level targets.
• Maintain a high level of customer satisfaction while efficiently managing a high volume of tickets, emails, and calls.
• Identify recurring customer issues and communicate trends or common problems to the relevant internal teams.
• Follow up with customers through email or phone where necessary to ensure issues are fully resolved.
• Maintain a professional, empathetic, and solution-oriented approach during all customer interactions.

Required Skills & Qualifications

• 1–2 years of experience in customer service within an e-commerce environment.
• Proven experience managing a high volume of customer emails, support tickets, and customer inquiries.
• Strong written English with the ability to write clear, professional, empathetic, and customer-friendly responses.
• Strong verbal communication skills with the confidence and ability to handle inbound and outbound customer calls.
• Comfortable communicating with international customers, particularly customers from the US, Canada, UK, or other English-speaking markets.
• Experience handling customer queries related to orders, payments, refunds, returns, exchanges, shipping, and deliveries.
• Hands-on experience with Zendesk or similar customer support/ticketing platforms.
• Experience working with email platforms and customer communication tools.
• Familiarity with e-commerce platforms such as Shopify.
• Understanding of order management, fulfillment, shipping, returns, and refund processes.
• Comfortable using AI tools for email drafting, response refinement, summarization, and customer communication.
• Ability to review and edit AI-generated content and ensure the final customer response is accurate and appropriate.
• Strong problem-solving and investigative skills.
• Excellent attention to detail and organizational skills.
• Ability to prioritize and manage multiple customer queries simultaneously.
• Ability to remain calm, professional, and solution-oriented when handling difficult or frustrated customers.
• Experience with Zendesk, Gorgias, Freshdesk, or similar customer support platforms.
• Ability to work independently while collaborating effectively with internal teams.

Preferred Qualifications

• Experience working for a DTC, Shopify, or other online e-commerce business.
• Experience handling high-volume customer support for US, Canadian, UK, or other international customers.
• Previous experience handling international customer calls.
• Experience using ChatGPT, Gemini, Claude, or other AI tools for customer communication and productivity.
• Experience with bulk email and customer communication tools.
• Experience working with order management, shipping, and logistics systems.
• Experience meeting defined SLA, response-time, call-handling, and customer satisfaction targets.

What We Are Looking For

We are looking for someone who can take full ownership of customer issues from the initial inquiry through resolution.

The ideal candidate should be able to quickly understand a customer's issue, investigate the relevant order and account information, communicate clearly through email or phone, provide a helpful resolution, coordinate internally when required, and ensure the issue is properly documented and resolved.

The candidate should be comfortable working in a high-volume e-commerce customer support environment, particularly with email-based support and customer calls. They should be able to use AI tools intelligently to improve efficiency without compromising the quality, accuracy, or personal touch of customer communication.

Benefits

• Competitive salary
• Work from Home
• Full-time employment
• Opportunity to work in a fast-paced international e-commerce environment
• Exposure to international customers and e-commerce operations
• Opportunity to work with modern customer support and AI productivity tools

Work Schedule

Night Shift: 9:00 PM – 6:00 AM PHT