Title: Customer Service Specialist (Ecommerce)
Job Type: Full-Time, Remote
Timings: 9 PM - 4 AM (Pakistan Standard Time)
Overview:
We’re looking for a customer-focused Customer Service Specialist who can not only handle day-to-day support, but also help us implement AI tools to streamline and improve customer experience. This role combines hands-on support with process improvement and automation.
Key Responsibilities:
• Respond to customer inquiries via email, phone, and chat
• Assist with orders, shipping, returns, and product questions
• Manage shipments using ShipStation
• Troubleshoot delivery issues and order errors
• Process refunds, replacements, and updates
• Answer reviews
AI & Automation (Key Part of Role)
• Identify repetitive customer questions and patterns
• Help implement AI tools and automation to handle FAQs (order status, shipping, returns, etc.)
• Create and refine response templates and knowledge base content
• Train and improve AI responses to match brand voice
• Monitor performance and suggest improvements to reduce support volume
Requirements:
• 1–3 years of eCommerce customer service experience
• Must be proficient in ShipStationStrong written and verbal communication skills
• Comfortable handling both calls and high-volume email support
• Interest or experience in AI tools, automation, or process improvement
Remote
Skills:
Artificial Intelligence (AI), Automation, Communication Skills, Customer Experience, Customer Relations, Customer Support/Service, Frequently Asked Questions (FAQ), Identify Issues, Knowledge Base, Performance Analysis, Performance Management, Presentation/Verbal Skills, Process Improvement, Shipping/Receiving, Writing Skills, eCommerce
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VASL