E-commerce Customer Support Agent

Location:
Remote

Employment Type:
Full-time

Work Schedule:
Night Shift – 6:30 PM to 3:30 AM IST

Job Summary

Global eBrand is looking for a proactive, detail-oriented, and customer-focused E-commerce Customer Support Agent to support our growing online business.

The ideal candidate will have 2–4 years of experience in e-commerce customer support and be comfortable handling a high volume of customer inquiries, primarily through email, with occasional inbound and outbound calls.

The role will involve assisting customers with orders, payments, refunds, returns, exchanges, shipping, and delivery-related queries, while ensuring every interaction is handled professionally and efficiently.

The candidate should also be comfortable using AI tools to assist with email drafting, response refinement, and customer communication, while ensuring that all final responses are accurate, personalized, professional, and aligned with company policies.

Key Responsibilities




- Manage and respond to a high volume of customer emails daily while maintaining accuracy, professionalism, and timely response times.
- Handle customer service calls when required, maintaining a qualified, empathetic, and solution-oriented approach.
- Resolve customer queries related to:
- Orders
- Payments
- Refunds
- Returns
- Exchanges
- Cancellations
- Shipping and delivery
- Product-related concerns
- Track shipments and provide customers with accurate updates regarding their order status and delivery.
- Investigate customer issues by reviewing order details, payment information, shipping records, previous conversations, and account history.
- Use AI tools such as ChatGPT and other AI-assisted writing tools to draft, refine, personalize, and improve customer email responses where appropriate.
- Review and fact-check AI-generated responses before sending them to ensure accuracy, relevance, correct tone, and compliance with company policies.
- Manage customer communicati

📌 Ecommerce Agent Customer Support (India)
🏢 Global eBrand India
📍 India