Customer Experience Agent

Job Description

We are seeking a dedicated Customer Experience Agent to provide outstanding support across various channels. You will promptly address customer inquiries via phone, chat, email, and platforms like Amazon, TikTok, and Shopify. Investigate and resolve issues related to lost, delayed, or incorrect orders, escalating complex situations to the Customer Support Lead when needed. Manage refund and return requests from TikTok customers and ensure compliance with Amazon's customer service standards in all interactions. Proactively identify recurring customer issues, suggest improvements, and stay informed about product knowledge, promotions, and policy changes.

Qualifications

1. Proven experience in a customer support or customer service role, preferably with e-commerce or DTC brands. 2. Hands-on experience using Gorgias as a CRM is essential; you should be comfortable managing tickets, macros, tags, and workflows. 3. Demonstrated experience handling chat, email, and voice (phone) support in a fast-paced environment. 4. Excellent written and verbal communication skills with the ability to adapt tone across various channels. 5. Experience supporting customers across multiple platforms, including Amazon, TikTok Shop, Shopify, or similar e-commerce platforms. 6. Proven ability to resolve customer complaints, order issues, refunds, and returns with empathy and professionalism. 7. Strong attention to detail with the ability to accurately document interactions, refunds, returns, and call outcomes. 8. Highly organized, dependable, and able to manage multiple customer inquiries simultaneously. 9. Proactive, solutions-oriented mindset with the ability to identify recurring issues and suggest process or FAQ improvements.