Senior Customer Service Representative (E-commerce)

We are a growing E-commerce company seeking a highly experienced Senior Customer Service Representative to join our dynamic team and handle PHONE, EMAIL, and CHAT interactions with customers. This role requires advanced communication skills, strong problem-solving abilities, and the patience to handle a wide range of customer inquiries efficiently. The ideal candidate must have excellent English speaking skills, be a fast learner, and demonstrate high attention to detail. US working hours apply.

???? This is a senior-level position with long-term potential for the right candidate. Please read the entire job description and answer all questions for you application to be considered.

Responsibilities:
• Provide exceptional customer service across multiple channels (phone, email, chat)
• Quickly and professionally resolving customer requests (RFQs, product returns and exchange, etc), complaints, negative reviews, charge backs, and dispute resolutions.
• Collect positive reviews and maintain customer satisfaction
• Average sales work
• Working closely with other CS team members for a consistent service experience
• Collaborating with other departments like Orders and Product teams to share valuable customer insights
• Proactively identify opportunities for process improvements and contribute to SOP development
• Proactively engaging in assigned tasks and responsibilities
• Perform regular administrative tasks, including daily reports and feedback on team performance

What We’re Looking For:
? 2+ years of experience in customer service (preferably in E-commerce or a similar industry)
? Strong phone communication skills and ability to handle challenging conversations professionally
? Demonstrated ability to problem-solve and make independent decisions
? Attention to detail and ability to handle multiple priorities in a fast-paced environment
? Write mushroom in your application to show your attention to detail
? The ability to remain calm and professional in high-pressure situations
? Experience with Shopify, Airtable, ClickUp, CRM tools, and support ticketing systems
? Stable internet connection, reliable computer, and backup solutions for work continuity

Before we proceed, here are a few things we'd like to confirm:
• Payments will be made weekly for the first four weeks (starting from the third week of employment), then bi-monthly every other Tuesday.
• Full-time (40 hours/week, 5 days a week, 8-hour shifts). The working hours will be from 9 PM to 6 AM (or 10 PM to 7 AM) PHT, with a 1-hour break.
• Must be open to an initial two-month trial period
• You’ll need to send an End of Shift (EOS) report every day, covering the following:
a. What did you do today? (detailed description)
b. What issues did you run into?
c. Is there anything I can help you with?

If you agree to the above terms, then write "I AGREE TO ALL TERMS" and answer the following questions. Please answer in complete sentences and use proper grammar and punctuation:
1. How fast is your internet?
2. Do you have a reliable computer?
3. Are you currently engaged in another job or commitment?
4. How often do you experience power outages and/or internet issues?
5. What backups do you have in case of power outages?
6. What backups do you have in case of internet outages?
7. What is your experience with customer service through phone, email, and chat?
8. If a customer insists on a refund that goes against company policy, how would you handle the conversation while ensuring their satisfaction?
9. What’s the toughest customer issue you’ve had to solve? Walk me through how you approached it and what happened in the end.
10. E-commerce support can get really fast-paced. How do you make sure your responses are quick but still accurate and helpful?

So I know that you read the entire job description, please use this format as your subject line when replying to this post: “Your First Name + I Am Your Temp CSR" (e.g. Kevin + I Am Your Sr. CSR).

Important: We only consider applications with genuine, personal responses. Please refrain from using AI-generated content in your application. We value authentic communication and want to hear from real people.