Customer Service Representative (SO - 09042026 - FTCSR)

Position: Customer Service Representative

Number of hours: 48 hours/week
Schedule:

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

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During product launches , chat may open 1 hour earlier

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

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Flexibility to support weekends and peak periods is highly valued

Key Responsibilities

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Handles an average of 5,500 inbound customer support tickets per month across email, live chat, and messaging channels, with higher volumes during product launches and site-wide sales.

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

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

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

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

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

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

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

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

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

Qualifications

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Proven experience as a Customer Service Representative in ecommerce.

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

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

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

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

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

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

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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:

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Shopify – order and customer management

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Loop – returns and exchanges

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Gorgias – ticketing, live chat, and messaging

- Wonderment

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Google Workspace – Google Sheets and Docs for reporting and documentation

Originally posted on Himalayas