Ecommerce Specialist

The CSR is responsible for delivering exceptional customer experiences across multiple channels including phone, live chat, and email, while working across various internal systems.

Job Responsibilities

●         Respond to customer enquiries via phone, email, and live chat in a timely and professional manner

●         Assist customers with orders, product enquiries, returns, and general support

●         Troubleshoot and resolve customer concerns, including shipping and transit-related issues

●         Navigate multiple systems simultaneously to access and update customer information

●         Work collaboratively with internal teams to resolve escalations and improve service outcomes

●         Maintain accurate records of customer interactions

●         Returns processing with accurate data entry, comprehension and record keeping

Skills & Qualifications

●         Proven experience in a customer service role (e-commerce or retail highly regarded)

●         Experience handling shipping or transit-related enquiries is strongly preferred

●         Excellent written and verbal communication skills

●         Strong listening skills with the ability to follow direction and feedback

●         Comfortable working across multiple systems in a fast-paced environment

●         A team player with a positive, solutions-focused attitude

●         Ability to handle both upset and happy customers with empathy and professionalism

●         Demonstrates initiative, problem-solving ability, and respect for processes and chain of command

●         Experience in fashion, women’s, or children’s apparel is preferred

●         Familiarity with international customers (AU/US/EU markets) is a plus