E-Commerce Customer Support Agent (ZR_19048_JOB)

• Contract type: Independent Contractor
  
• Schedule: approximately 4 hours per day, 5 days a week
  
• Client Timezone: Perth, Australia (preferably 9 AM to 1 PM Perth time)
  

Client Overview

Join a rapidly growing e-commerce startup that’s revolutionizing the home decor industry! This innovative online retailer specializes in high-quality, customizable couch covers that transform living spaces. With a commitment to customer satisfaction and a passion for interior design, this company has experienced explosive growth in just eight months. As they continue to expand their reach and product line, they’re seeking a dedicated Customer Support Representative to be the friendly face of their brand.

Job Description

Are you passionate about home decor and delivering exceptional customer experiences? We’re seeking a detail-oriented and enthusiastic Customer Support Representative to join our dynamic e-commerce team. In this role, you’ll be the primary point of contact for our customers, guiding them through their purchase journey and ensuring their complete satisfaction. You’ll have the opportunity to work with cutting-edge e-commerce and customer support platforms, honing your skills in a fast-paced, growth-oriented environment. This position offers the perfect blend of problem-solving, communication, and product expertise, all while working remotely with a flexible schedule.

Responsibilities

• Provide top-notch customer support via email and social media platforms, addressing inquiries about our stylish couch covers and accessories
  
• Guide customers through the selection process, offering expert advice on product sizes, materials, and customization options
  
• Efficiently manage and update order statuses, ensuring customers are always informed about their purchases
  
• Utilize Gorgias customer support software to streamline and optimize customer interactions
  
• Collaborate with our international supply chain partners to resolve complex order issues and maintain customer satisfaction
  
• Monitor social media channels for customer feedback, questions, and engagement opportunities
  
• Apply provided template responses creatively to address common customer inquiries while maintaining a personal touch
  
• Identify and escalate complex issues to the business owner, contributing to continuous improvement of our customer support processes
  

• Proven experience in customer support roles, preferably in e-commerce or retail environments
  
• Familiarity with Shopify e-commerce platform and enthusiasm for learning new technologies
  
• Excellent written and verbal communication skills in English, with a friendly and professional demeanor
  
• Strong time management skills and ability to work independently in a remote setting
  
• Experience with Gorgias customer support software is a plus, but not required (training will be provided)
  
• Proficiency in using various communication tools including email, social media platforms, and messaging apps
  
• Passion for home decor and ability to provide knowledgeable advice about interior design trends
  
• Flexibility to occasionally monitor social media during weekends (no email responses required on weekends)
  
• Reliable internet connection and comfortable home office setup for remote work