E-commerce Customer Experience Representative, Tier I

Responsibilities

• Provide omnichannel support via phone, email, live chat, and Freshdesk ticket management
• Handle inquiries related to logistics, delivery coordination, order status, account updates, returns, and billing
• Resolve standard Tier I issues using SOPs and knowledge resources
• Escalate complex Tier I issues to Tier II with clear documentation
• Maintain detailed and accurate ticket notes
• Prioritize accuracy and consistency during peak periods
• Coordinate with internal Operations teams as needed

Requirements

• Strong emotional intelligence
• High resilience in high-volume, high-pressure environments
• Excellent reading comprehension and attention to detail
• Technologically literate with Windows 11, Microsoft 365, and CRM/ticketing systems
• Accurate data entry and documentation skills
• Typing proficiency and multitasking ability
• Comfortable in structured, SOP-driven environments
• Reliable and adherent to schedules during peak periods

Tools & Technologies

• Freshdesk
• Windows 11
• Microsoft 365
• CRM systems
• ticketing systems