E-Commerce Customer Operations Specialist (Shopify)

Overview:

Our client is seeking a dedicated E-Commerce Customer Operations Specialist (Shopify) to become the voice of their brand. In this role, you’ll be instrumental in managing customer relationships from initial inquiries to after-sales support. You’ll work with cutting-edge e-commerce platforms and inventory systems, providing crucial support to customers throughout their shopping journey. This position offers a unique opportunity to grow with a startup, where your contributions will have a direct impact on the company’s success and customer satisfaction.

Schedule: Monday - Friday, 9:00 AM - 5:30 PM AEST | With a 30-minute unpaid break (40 work hours per week)

Responsibilities:

• Serve as the primary point of contact for customer inquiries via online chat and phone calls, ensuring prompt and professional responses
• Provide comprehensive information on product availability, ongoing sales promotions, and accurate delivery timelines
• Handle pre-sales inquiries with enthusiasm, supporting the sales process and helping to convert leads into customers
• Efficiently process and track orders using the SingSeven inventory system, ensuring accuracy and timeliness
• Address after-sales issues with empathy and problem-solving skills, including managing damaged goods claims
• Collaborate with the internal team to resolve complex customer issues and contribute to improving service processes
• Assist with general administrative tasks to support the smooth operation of the business
• Adapt to the evolving needs of a growing startup, including potential weekend or holiday work with notice

Requirements:

• Experience: 3+ years of customer support experience in the e-commerce or retail sectors
• Communication: Professional English communication skills for international business calls
• Autonomy: Experience handling live customer interactions with minimal supervision, with the ability to work independently and make quick decisions
• Reliability: Strong track record of stability and reliability in previous roles
• Adaptability: Comfort operating in environments where support and training are limited after onboarding
• Tools: Familiarity with inventory management systems and e-commerce platforms; experience with Shopify is a plus
• Problem Solving: Strong problem-solving skills and ability to work independently in a remote setting
• Technical Skills: Tech-savvy with the ability to quickly learn and adapt to new software and systems
• Time Management: Excellent time management skills and ability to prioritize tasks effectively
• Attitude: Positive attitude and passion for delivering exceptional customer experiences
• Flexibility: Flexibility to occasionally work weekends or holidays as the business grows (with advance notice)

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note:

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

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