E-commerce Customer Service Representative

Position Summary

The E-commerce Customer Service Representative will provide customer support throughout the pre-sale, delivery, and post-delivery stages of the customer journey. The role will primarily communicate with customers through email, with occasional outbound calls when necessary.

The successful candidate will assist customers with delivery confirmations, shipping delays, basic installation or troubleshooting questions, satisfaction follow-ups, complaints, and negative reviews. The representative will also coordinate with shipping providers regarding abnormal or delayed deliveries, keep customers updated, and escalate complex concerns to management when required.

Training and standard operating procedures will be provided for the role.

Job Details

Work Setup: Work from home
Schedule/Shift: Monday to Friday | 8 AM to 5 PM Pacific Standard Time
Holidays: Following US Holidays

Responsibilities

• Provide timely, professional, and customer-focused support primarily through email and, when necessary, outbound calls.

• Contact customers before delivery to confirm the delivery schedule, delivery address, and readiness to receive their order.

• Ensure that customers are properly informed about their order and delivery status.

• Coordinate with shipping providers to investigate delayed, abnormal, or unsuccessful deliveries.

• Keep customers updated regarding delivery issues, expected timelines, and the next steps needed to resolve concerns.

• Respond to basic post-delivery questions, including general installation and product troubleshooting concerns.

• Escalate complicated installation, troubleshooting, delivery, or customer-service concerns to management.

• Contact customers who leave negative reviews to understand the situation and help identify an appropriate resolution.

• Conduct pre-sale or post-sale customer calls when required to confirm customer satisfaction.

• Proactively check that customers are satisfied with their purchase, delivery experience, and overall interaction with the company.

• Support customers across Amazon, Shopify, Wayfair, and other applicable e-commerce channels.

• Follow the company’s training materials, standard operating procedures, and escalation guidelines.

• Maintain a professional, empathetic, and solution-oriented approach when handling complaints or dissatisfied customers.

Qualifications

• At least 3 years of customer service experience, including at least 1 year of experience supporting e-commerce, online retail, order management, or delivery-related accounts.

• Excellent written and spoken English communication skills.

• Experience communicating with US-based customers is preferred.

• Strong customer-service, interpersonal, and relationship-management skills.

• Comfortable providing customer support primarily through email and making occasional outbound calls when required.

• Experience handling order inquiries, delivery concerns, shipping delays, complaints, or post-sale support.

• Familiarity with Amazon, Shopify, Wayfair, or similar e-commerce platforms is preferred.

• Experience coordinating with couriers, shipping providers, carriers, or logistics teams is an advantage.

• Strong problem-solving and conflict-resolution skills.

• Ability to remain calm, professional, and empathetic when handling complaints, delayed deliveries, or negative reviews.

• Strong attention to detail when confirming customer information, delivery addresses, schedules, and order details.

• Strong organizational, communication, and follow-up skills.

• Ability to provide customers with clear, accurate, and timely updates.

• Ability to recognize when a concern can be resolved independently and when it should be escalated to management.

• Willingness and ability to work during US Pacific Standard Time hours.

• Willingness to learn the company’s products, processes, systems, training materials, and standard operating procedures.