E-commerce Customer Service Representative

Blakk Smoke is seeking experienced and highly skilled Customer Service Representatives to provide top-tier support for our e-commerce customers. This role requires at least 4 years of customer service experience, with a strong background in e-commerce, Shopify, Slack and HubSpot. The ideal candidate must have excellent problem-solving skills, strong written and verbal English communication, and a proactive approach to customer care.

This is a full-time remote position for individuals who are passionate about delivering outstanding customer experiences, managing inquiries effectively, and resolving issues efficiently.

Key Responsibilities:
? Customer Support & Problem Solving
- Provide high-quality customer support via email, chat, and occasionally via phone to resolve issues related to orders, payments, returns, and account inquiries.
- Investigate and resolve customer complaints and disputes, ensuring quick and effective solutions.
- Maintain a deep understanding of Blakk Smoke’s products, policies, and e-commerce platform to assist customers accurately.
- Troubleshoot order fulfillment issues, payment problems, and product concerns, coordinating with the operations and warehouse team when necessary.
? E-Commerce & Shopify Order Management
- Process and track customer orders, ensuring timely fulfillment and accurate order details.
- Assist with cancellations, refunds, exchanges, and chargeback disputes while following company policies.
- Monitor order statuses, inventory issues, and shipping concerns through Shopify and other e-commerce tools.
- Identify patterns in customer issues and propose solutions to improve e-commerce operations.
? HubSpot & CRM Management
- Use HubSpot to track customer interactions, tickets, and resolution history.
- Maintain accurate customer records and update the CRM with key details.
- Develop automated responses and workflows in HubSpot to improve efficiency.
? Communication & Collaboration
- Work closely with the E-Commerce Operations Manager, Warehouse Manager, and Marketing Team to ensure customer satisfaction.
- Report customer feedback, complaints, and recurring issues to leadership for continuous improvement.
- Escalate high-priority or unresolved cases to the appropriate teaUpgrade to see actual infombers for prompt resolution.
- Track ticket resolution efficiency and suggest process improvements to enhance the customer experience.

? Required Qualifications & Skills
- 4+ years of customer service experience, specifically in e-commerce.
- Strong Shopify experience – ability to process orders, refunds, and troubleshoot issues.
- Proficiency in HubSpot or similar CRM tools.
- Fluent in English with excellent written and verbal communication skills.
- Strong problem-solving and conflict-resolution skills.
- Ability to multitask, prioritize inquiries, and manage a high volume of customer interactions.
- Proactive approach – takes initiative to solve problems before escalation.

? Preferred Qualifications
- Experience working in a fast-paced e-commerce environment.
- Knowledge of payment dispute management & chargeback processes.
- Experience with customer experience automation & support ticketing systems.

? Instructions to Apply:
- Apply with your CV and a brief cover letter explaining why you’re the right fit for this role.
- Please write "[Your Name] - E-commerce CSR" in the subject of your email.