eCommerce Customer Service Specialist

Position Summary：
As a Customer Services Specialist, you will handle general member support tasks, including executing refunds and order cancellations, reconciling financial transactions, and analyzing operational data to improve processes. You will also leverage customer journey insights, member satisfaction analytics, and BI tools to identify opportunities for greater efficiency and enhanced service levels. Working closely with accounting, logistics, and the buying team, you will resolve banking discrepancies, oversee return logistics, and ensure timely refunds.

Job Duties/Essential Functions：
● Member Support: Handle escalated member inquiries from the call center via
SMS, email, or phone. Resolve issues promptly and provide compensation
according to company policies.
● Order & Refund Management: Process order cancellations, returns, and refunds
accurately and on time. Work with finance and logistics teams to track return
status and ensure correct payment reconciliation.
● Customer Experience: Analyze member feedback and customer journeys to
identify pain points and support service improvement initiatives.
● Financial Reconciliation: Perform daily checks between internal systems and
external payment platforms to verify transactions and resolve discrepancies.
● Cross-Functional Coordination: Communicate with buying, logistics, and
customer service teams to ensure smooth operations and resolve issues
efficiently.
● Operational Reporting: Generate and review performance reports using BI tools
to identify trends and provide actionable insights.
● Policy & Content Maintenance: Update Terms & Conditions and FAQs to align
with current business processes and member needs.
● Departmental Support: Assist with other departmental tasks and projects as
needed to support overall business goals.