Customer Support Specialist - E-commerce & Dropshipping

I have extensive experience working with Shopify for E-commerce businesses, where I manage tasks such as creating customer accounts, monitoring sales and inventory, processing new orders, and handling tracking numbers and refunds. My expertise ensures smooth operations and enhanced customer satisfaction.

I have been working in customer support since 2017, specializing in E-commerce and Dropshipping companies. I provide support through email, live chat, and social media using platforms such as Zendesk, Gorgias, and Freshdesk. I add value by assisting customers with product selections, ensuring a seamless experience. I enhance customer satisfaction by promptly resolving concerns and sending personalized thank-you emails. Additionally, I value customer feedback, consistently passing it on to the team for continuous improvement.

I have experience managing product inventory and overseeing order flow processes. I’ve verified, fulfilled, and canceled customer orders, as well as activated and canceled customer memberships. I’ve efficiently organized customer data to maintain accuracy. Additionally, I proactively report any issues during the order fulfillment process to the technical team, ensuring smooth operations and timely resolutions.

I bring over five years of experience in handling high volumes of email support, consistently delivering efficient solutions to enhance the customer experience. My focus is always on providing timely, accurate assistance while contributing to overall business success.

I have 5 years of experience in eCommerce email, live chat and social media support, specializing in providing clear and empathetic communication to resolve customer inquiries. Over the past year, I have also gained valuable expertise in drop shipping customer service, handling complex order tracking, product inquiries, and troubleshooting logistics issues. I thrive in fast-paced environments, ensuring timely and accurate responses while maintaining a high level of customer satisfaction.

I am fluent in both spoken and written English. In addition to past writing roles, I currently write for our church's bulletin. I communicate in English with ease and proficiency, similar to that of a native speaker.

I have experience managing key order management tasks, including processing orders, checking product inventory, providing customers with tracking information, and handling product exchanges and refunds. I ensure customers receive clear, detailed updates on their orders and am skilled in resolving issues, even with frustrated customers, to maintain a positive experience.

I have used Zendesk for 2-3 years to streamline and enhance customer support operations. During this period, I’ve classified tickets by priority, helping to boost our team's overall customer satisfaction. Additionally, I’ve used Zendesk to efficiently manage ticket prioritization, assign inquiries to the appropriate team members, send tracking details, and oversee order management, including processing refunds when necessary.

I am experienced in managing live chat support using platforms like Zendesk and Gorgias, primarily during US and Canadian working hours. I ensure quick response times and concise replies while maintaining an appropriate, friendly tone to make customers feel valued. I also strive to create a welcoming atmosphere and always ask for feedback before concluding the live chat session to continuously improve the customer experience.

I have strong experience managing social media pages, helping businesses maintain a positive brand image by engaging with customers through comments, responding to DMs, and addressing negative feedback effectively. I also handle page reviews to ensure high customer satisfaction. Additionally, I’ve managed Facebook groups, overseeing member additions, creating screening questions, and moderating posts to maintain a positive community atmosphere.

I effectively manage conflicts by actively listening to customers, showing empathy, fostering clear communication, and staying calm under pressure. I make it a priority to fully understand the customer's concerns and acknowledge their feelings before offering a solution. This approach ensures that the customer feels heard and valued.

I have effectively communicated with both customers, helping to resolve their issues, and with leaders, colleagues, and team members to address customer concerns. I regularly escalate technical issues, particularly those related to integration and fulfillment, to prevent any delays in product shipments. I also ensure that customer feedback is consistently shared with the appropriate departments for continuous improvement. Additionally, I actively listen to feedback from others to improve my performance, and I encourage my trainees to ask questions whenever needed to support their development.

I have been using Gorgias since 2019 to streamline customer support processes. During this time, I developed templated responses that have significantly improved issue resolution and contributed to an increase in our team's customer satisfaction. Additionally, I have utilized Gorgias to prioritize tickets, assign customer inquiries to the appropriate team members, send tracking information, and manage orders, including processing refunds when needed.

I have successfully trained new customer service employees, guiding them on using company systems and engaging with customers in ways that uphold our brand and image. I also focused on teaching them how to communicate with a tone that resonates with customers, ensuring positive interactions. Through my training, I have empowered employees to make long-term contributions to the company’s success.