Customer Service for our E-commerce Store - Must have at least 3 years experience

# E-Commerce Customer Service Agent (Shopify & Gorgias) Position Overview We are seeking a highly motivated, tech-savvy, and customer-focused E-Commerce Customer Service Agent to join our growing team. The ideal candidate will be responsible for delivering exceptional customer support across multiple channels, managing customer inquiries through Gorgias (similar to Zendesk), and supporting customers throughout their online shopping experience. This role requires strong problem-solving skills, attention to detail, and proficiency with Shopify and other e-commerce technologies. Preference for experience on using subscription apps and coupon creation. Preference for previous experience servicing food products. Fluent english is a must have, understanding of French is preferred with guidance of AI translation apps. ## Key Responsibilities ### Customer Support * Respond to customer inquiries via email, live chat, social media, and SMS using Gorgias. * Provide timely, accurate, and professional assistance regarding orders, products, shipping, returns, exchanges, subscriptions, and account-related issues. * Resolve customer concerns efficiently while maintaining a positive brand experience. * Escalate complex issues to appropriate departments when necessary. ### Shopify Order Management * Manage and update customer orders within Shopify. * Process order modifications, cancellations, refunds, exchanges, and replacements. * Monitor order fulfillment and shipping statuses. * Investigate and resolve delivery issues with shipping carriers. * Oversee communication with our 3PL facility on any changes to customer orders. Customer Experience * Maintain a high level of customer satisfaction and exceed service KPIs. * Identify opportunities to improve customer journeys and reduce friction points. * Proactively communicate with customers regarding delays, product availability, and order updates. * Assist in maintaining customer loyalty through exceptional service. Technical & Systems Support * Utilize Shopify, Gorgias, and other e-commerce tools to troubleshoot customer issues. * Navigate multiple software platforms simultaneously while maintaining accuracy. * Assist customers with website navigation, checkout issues, subscription management, and account access problems. * Identify recurring technical issues and communicate findings to management. Documentation & Reporting * Accurately document customer interactions and resolutions within Gorgias. * Maintain organized records of customer feedback and recurring issues. * Contribute to the development and improvement of customer service workflows, macros, and knowledge base articles. ## Qualifications ### Required * 3+ years of customer service experience in an e-commerce environment. * Hands-on experience using Shopify at least 3 years * Experience with Gorgias or similar customer service platforms. * Excellent written and verbal communication skills. * Strong problem-solving and conflict-resolution abilities. * Ability to multitask and manage a high volume of customer inquiries. * Strong attention to detail and organizational skills. * Customer-first mindset with a positive attitude. ### Technical Skills * Tech-savvy and comfortable learning new software quickly. * Proficient with Shopify Admin. * Experience using Gorgias, Zendesk, Freshdesk, or similar help desk platforms. * Familiarity with shipping platforms, subscriptions, and order management systems. * Basic understanding of e-commerce operations, integrations, and troubleshooting. * Comfortable working with AI-powered support tools and automation workflows. ### Preferred Qualifications * Experience working for a direct-to-consumer (DTC) brand. * Knowledge of subscription platforms (Recharge, Skio, etc.). * Experience with CRM systems and customer retention initiatives. * Familiarity with Microsoft teams and other project management tools. ## Key Performance Indicators (KPIs) * First Response Time (FRT) * Resolution Time * Customer Satisfaction Score (CSAT) * Ticket Quality & Accuracy * Customer Retention & Recovery Rate * SLA Compliance ## What We're Looking For * Self-starter who thrives in a fast-paced e-commerce environment. * Strong critical thinker with excellent troubleshooting skills. * Adaptable and eager to learn new technologies. * Team player with a passion for delivering outstanding customer experiences. * Highly dependable, organized, and detail-oriented.