Customer Experience Agent
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Job Description
Customer Support Agent in charge of handling inquiries across phone, chat, and email. Resolving customer complaints and providing excellent service.
Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, chat, email, and platform-specific messaging (Amazon, TikTok, Shopify)
- Investigate and resolve any issues related to lost, delayed, or incorrect orders
- Escalate technical or complex issues to the Customer Support Lead when necessary
- Manage and resolve refund and return requests from customers on TikTok
- Respond to Amazon customer messages, reviews, or inquiries in compliance with Amazon's customer service standards
- Receive inbound customer calls and address concerns related to orders, products, or service issues
- Proactively identify recurring customer issues and suggest improvements to internal processes or FAQs
- Stay up to date with product knowledge, promotions, and policy changes
Requirements:
- Proven experience in a customer support or customer service role, ideally supporting e-commerce or DTC brands
- Hands-on experience using Gorgias as a CRM is required (must be comfortable managing tickets, macros, tags, and workflows)
- Demonstrated experience handling chat, email, and voice (phone) support in a fast-paced customer service environment
- Strong written and verbal communication skills with the ability to adapt tone across different support channels
- Experience supporting customers across multiple platforms such as Amazon, TikTok Shop, Shopify, or similar e-commerce channels
- Proven ability to resolve customer complaints, order issues, refunds, and returns with empathy and professionalism
- Strong attention to detail with the ability to accurately document interactions, refunds, returns, and call outcomes
- Highly organized, dependable, and able to manage multiple customer inquiries simultaneously
- Proactive, solutions-oriented mindset with the ability to identify recurring issues and suggest process or FAQ improvements
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