Job Summary
KDCI Outsourcing is seeking an experienced Customer Service Representative to support a growing eCommerce and direct-to-consumer business. This role is responsible for delivering exceptional customer service across phone, email, and chat channels, assisting customers with orders, shipping inquiries, refunds, and account-related concerns.
The ideal candidate has hands-on experience with Shopify and Gorgias, familiarity with AI-powered support tools, and the ability to thrive in a fast-paced environment while supporting account launches, transitions, and operational growth initiatives.
Key Responsibilities
Customer Support and Issue Resolution
- Handle customer inquiries via phone, email, and chat in a timely and professional manner
- Provide accurate information regarding products, orders, shipping, returns, and account-related concerns
- Resolve customer concerns and complaints while maintaining a positive customer experience
- Process orders, refunds, replacements, exchanges, and other customer requests
Platform and System Management
- Utilize Shopify and Gorgias to manage customer interactions, support tickets, order-related concerns, and communication workflows
- Leverage AI-powered tools to improve customer support efficiency, response quality, and productivity
- Maintain accurate records of customer interactions, transactions, and resolutions
Collaboration and Operational Support
- Collaborate with internal teams to address escalations and operational concerns
- Support process improvements and contribute to maintaining service quality standards
- Assist with account launches, transitions, onboarding activities, and operational ramp-ups as needed
Performance and Quality Management
- Meet established productivity, quality, and customer satisfaction targets
- Ensure adherence to company policies, service standards, and customer experience best practices
- Contribute to continuous improvement initiatives that enhance operational efficiency and customer satisfaction
Job Requirements
- 2 to 3 years of experience in customer service within an eCommerce or direct-to-consumer environment
- Hands-on experience using Shopify and Gorgias for order management, customer support, ticket handling, and customer communication workflows
- Experience supporting health and wellness consumer products
- Experience utilizing AI tools or platforms to support customer service operations
- Experience supporting account launches, transitions, migrations, or onboarding initiatives
- Experience handling phone, email, and chat support channels
- Strong verbal and written English communication skills
- Strong customer service, problem-solving, and conflict-resolution skills
- Ability to multitask, prioritize workload, and work independently
- Comfortable working in a fast-paced and performance-driven environment
Employment Code: 6.10.26.B
