Customer Support Specialist (e-Commerce)

Job Title: Customer Support Specialist

Location: Remote

Work Shift: Australian Eastern Time zone (9:00 AM - 5:30 PM)

Working Hours: 40 hours per week/ Full-time

Job Description:
We’re looking for a passionate Customer Support Specialist to join our growing team! In this role, you’ll be the voice of our brand, providing top-notch support and ensuring our customers have an outstanding experience. You’ll manage inquiries via Gorgias, engage with customers on social media, track orders, and work closely with ShipMonk and Shopify to address any order-related concerns.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via Gorgias, email, and social media platforms (Instagram, Facebook, etc.), ensuring clear, accurate, and empathetic communication.
• Manage and resolve order-related inquiries using Shopify and ShipMonk. Track order statuses, investigate shipping delays, and provide timely updates to customers.
• Engage with customers on social media platforms, responding to comments, direct messages, and inquiries in a friendly and timely manner. Always maintain the brand’s tone and voice.
• Act as the main point of contact between customers, ShipMonk, and Shopify to resolve any order-related issues or discrepancies, such as delivery delays, returns, or order errors.
• Ensure that every interaction reflects a high level of empathy and professionalism. Address customer concerns promptly and go above and beyond to ensure a positive experience.
• Identify recurring customer concerns and proactively suggest process improvements to improve overall customer satisfaction and reduce friction.
• Stay up-to-date with product offerings, policies, and procedures to provide accurate information and handle customer inquiries effectively.
• Work closely with marketing, fulfillment, and product teams to ensure smooth communication and effective issue resolution.

• Previous experience in customer support, preferably in an eCommerce or retail environment. Familiarity with Gorgias, Shopify, and ShipMonk is a plus.
• Strong written and verbal communication skills, with the ability to engage customers in a clear, friendly, and professional manner.
• Ability to resolve customer issues quickly and effectively, maintaining a positive experience even in challenging situations.
• Accuracy in handling order tracking, customer data, and written communication.
• Strong collaboration skills and a willingness to work with other teams to improve the customer experience.
• A customer-first attitude, with the ability to remain calm, understanding, and solution-focused in every interaction.