Experienced Customer Service Representative for E-commerce

We are seeking a dedicated Customer Service Representative to provide exceptional support to our customers, ensuring they have the best possible experience with our products and services. You will be a key player in creating long-lasting relationships with our customers by being responsive, helpful, and reliable.

Core Responsibilities:
- Respond to customer inquiries via multiple channels (email, phone, social media) within established timeframes (under 24 hours M-F).
- Process orders, returns, replacements, and refunds efficiently.
- Handle marketplace messaging, answers, and claims.
- Manage community engagement on social media platforms (DMs, comment replies, moderation).
- Monitor and respond to product reviews and questions on review platforms.
- Process internal multi-channel fulfillment orders.
- Maintain and update standard operating procedure documentation.

Required Skills & Qualities:
- Strong commitment to customer satisfaction and problem-solving.
- Excellent written and verbal communication skills.
- Ability to empathize with customers and handle difficult situations professionally.
- Strong attention to detail and ability to maintain accurate records.
- Proficiency in using customer service platforms and tools (e.g., Gorgias, Shopify, Amazon Seller Central).
- Ability to work independently and as part of a team.

We value freelancers who take ownership of mistakes, strive for excellence, provide personalized support, and maintain up-to-date knowledge of products and services.