Job description
We’re looking for a reliable, organized and tech-savvy Customer Service & Order Support Representative to join our team full-time.
Position Overview
This is a hands-on customer support and order management role, with the majority of customer communication handled through email and web chat.
You’ll be responsible for helping customers with their orders, resolving delivery and product issues, coordinating replacement parts, updating orders and customer information, and completing a variety of day-to-day administrative tasks.
There will be some phone support required, but this is not primarily a call center or phone-based position.
This is a full-time remote contract role of approximately 40 hours per week. You must be based in California to provide coverage during our required U.S. business hours.
Key Responsibilities
Respond to customer inquiries primarily through email and web chat
Manage individual customer orders from enquiry through to resolution
Assist customers with order status, shipping and delivery questions, returns, exchanges and product information
Troubleshoot customer issues and determine appropriate solutions
Coordinate and manage replacement parts, warranty items and missing or damaged components
Create, update and manage customer orders within Shopify
Maintain accurate customer notes, order records and follow-up information
Liaise with warehouses, carriers and other team members to resolve customer order and delivery issues
Follow up on outstanding customer cases and ensure issues are brought through to resolution
Provide occasional phone support when required
Complete general administrative tasks, including updating documents, spreadsheets, customer records and internal systems
Use Microsoft Office, Adobe Acrobat and other online tools to support daily operations
Help identify recurring customer or operational issues and bring them to management’s attention
To ideally work AEST hours
What We’re Looking For
Minimum 3–4 years of experience in customer service, e-commerce, order management or a similar role
Excellent written communication skills and the ability to communicate clearly and professionally with customers
Strong organizational skills and attention to detail
Comfortable taking ownership of individual customer issues and seeing them through to completion
Strong computer literacy and the ability to work across multiple systems simultaneously
Ideally experienced with Shopify, Microsoft Office, Adobe Acrobat, email/helpdesk platforms and web chat systems
Experience with e-commerce order management, shipping, returns, warranties or replacement parts is highly desirable
Good problem-solving skills and the ability to make sensible decisions without constant supervision
Friendly, patient and professional approach to customer service
Self-motivated and comfortable working independently in a remote environment
Reliable internet connection and a quiet, professional home workspace
3-4 years customer service or e-commerce experience; excellent written communication; strong computer literacy; Shopify, Microsoft Office, Adobe Acrobat; reliable internet; must be based in California; work US business hours.
Key Responsibilities
- responding to inquiries
- managing customer orders
- troubleshooting issues
Skills & Tools
Shopify, Microsoft Office, Adobe Acrobat
Job Details
- Category: Customer Service
- Seniority: Mid Level
- Commitment: Full Time, Contract
- Workplace: Remote — California, United States
- Languages: English
About Unity Communications
A BPO company providing customer service and order support solutions. — Industry: Information Technology