E-Commerce Customer Support Representative (Part Time)

About the role

The E-Commerce Customer Support Representative provides excellent customer service throughout the online shopping journey. The role covers answering customer inquiries, processing and following up on orders, handling complaints, resolving delivery and payment issues, and managing returns and exchanges so that customers have a smooth and positive experience. The position is part time.

Key responsibilities

• Respond promptly and professionally to customer inquiries by email, live chat, WhatsApp, phone and social media, and guide customers through ordering and checkout.
• Assist customers with product information, availability, pricing, sizes, colours, specifications and promotions, and explain shipping, delivery, payment, returns and refunds.
• Monitor incoming orders, verify details, track deliveries and coordinate with warehouse and logistics teams to resolve delays, missing items and incorrect shipments; help with order changes and cancellations.
• Handle returns, exchanges and refunds, explain the policies, process approved cases and document them.
• Resolve complaints professionally, escalate complex cases to a supervisor and follow up until resolved.
• Keep customer records and order statuses updated, log interactions in the CRM, and share recurring feedback with management.
• Coordinate with warehouse, sales and marketing and finance teams on availability, promotions, payments and refunds.

Required profile

• Bachelor's degree or diploma in Business Administration, Marketing, Communications or a related field is preferred.
• Previous customer service, customer support or e-commerce experience is preferred; familiarity with online shopping platforms and order management systems is a plus.
• Excellent command of English.

Required skills

• Excellent written and verbal communication, strong customer service and interpersonal skills.
• Problem-solving and conflict-resolution abilities, patience and empathy with customers.