Customer Service Representative (SO-01292026-FTCSR)

Position: Customer Service Representative

Number of hours: 40 hours/week
Schedule:

- Monday – Sunday: 8:00 AM – 4:00 PM PT

- During product launches , chat may open 1 hour earlier

- During site-wide sales , chat coverage may extend from 5:00 AM – 7:00 PM PT

- Flexibility to support weekends and peak periods is highly valued

Key Responsibilities

- Handle inbound customer support tickets across email, live chat, and messaging platforms.

- Respond to product inquiries , order management requests , and reward program questions.

- Manage returns and exchanges , including warranty and defect-related concerns.

- Assist with tracking requests, delivery status inquiries, and lost shipment claims.

- Update and manage orders in Shopify , including address changes and cancellations.

- Ensure all interactions are brand-aligned, professional, and customer-focused

- Meet or exceed targets for CSAT, first response time, and resolution time.

- Maintain accurate documentation and updates in Gorgias and internal tracking tools.

- Support volume surges during sales, launches, weekends, and special campaigns.

- Collaborate with internal teams to ensure operational continuity and issue resolution.

Qualifications

- Proven experience as a Customer Service Representative in ecommerce.

- Strong written English communication skills with a customer-first mindset.

- Experience handling high ticket volumes in a fast-paced environment.

- Familiarity with order management, returns, and shipping-related inquiries.

- Ability to remain calm, accurate, and professional during peak volume periods.

- Strong attention to detail and ability to follow workflows and SOPs.

- Comfortable working weekends, extended hours, or fluctuating schedules when needed.

- Experience with Gorgias, Shopify, or similar platforms is a strong advantage.

Tools & Technology

Experience with or the ability to quickly learn the following tools is essential:

-
Shopify – order and customer management

-
Loop – returns and exchanges

-
Gorgias – ticketing, live chat, and messaging

-
Google Workspace – Google Sheets and Docs for reporting and documentation

Originally posted on Himalayas