Role Purpose:

The Customer Service Representative acts as the primary voice of the company, delivering timely, accurate, and empathetic end-to-end support to international e-commerce customers. This role manages all pre-sales and post-sales customer touchpoints spanning payments, discounts, product details, order status, deliveries, returns, and refunds across an array of digital and traditional communication channels. The position ensures seamless issue resolution, maintains high service standards, and fosters exceptional customer satisfaction.

Key Responsibilities & Accountabilities

Omnichannel Customer Support

- Provide accurate, timely, and professional assistance across email, live chat, WhatsApp, social media, voice, and review platforms (such as Trustpilot).
- Serve as the main point of contact for pre-sales inquiries (e.g., product specifications, fulfilment, current promotions, discounts, payment options) and post-sales inquiries (e.g., shipment tracking, delivery updates, returns, refunds, exchange processing).
- Address customer complaints and escalations with empathy, ownership, and clarity.

Order & Process Management

- Manage end-to-end order adjustments, including address updates, order changes, cancellations, returns processing, and refund issuing.
- Investigate and track order statuses, shipment delays, missing packages, and delivery discrepancies.
- Coordinate directly with internal cross-functional teams (Logistics, Warehouse, Fulfillment, and Account Management) to resolve fulfillment and shipping issues.

Service Quality & Process Efficiency

- Utilize e-commerce platforms (e.g., Shopify, Amazon, eBay), CRM/ticketing systems, and AI-assisted customer service tools to manage tickets and streamline response times.
- Conduct independent online research and navigate multiple system interfaces simultaneously to resolve complex or non-standard customer inquiries.
- Maintain complete and accurate customer interaction records, logs, and follow-up notes.




- Identify recurring customer pain points or process bottlenecks and suggest proactive improvements to enhance overall service quality and customer retention.

Key Deliverables
- High customer satisfaction and resolution rates across email, chat, WhatsApp, social media, and Trustpilot.
- Swift and accurate processing of orders, modifications, cancellations, returns, and refunds.
- Proactive coordination with logistics and warehouse teams to resolve shipping delays and order issues.
- Effective use of CRM ticketing software, e-commerce platforms, and AI-assisted tools to keep ticket resolution times low.

Experience

- 1-2 years of hands-on experience in Customer Service, Customer Support, or International Support, preferably within a US/UK e-commerce workplace.
- Hands-on experience with order management, returns, refunds, cancellations, shipment tracking, and customer escalations.
- Prior experience with major e-commerce platforms (Amazon, eBay, Shopify), CRM/ticketing systems, and logistics workflows is preferred.

Functional Competencies

- Omnichannel Communication: Proficiency across email, live chat, WhatsApp, social media, phone, and review platforms like Trustpilot.
- E-Commerce & Logistics Knowledge: Strong grasp of pre-sales and post-sales workflows, payment gateways, shipping, returns/refund processes, and international shipping concepts.
- Technical Aptitude: Ability to leverage CRM tools, e-commerce backend systems, tracking portals, and AI-assisted support software.
- Problem-Solving & Research: Strong web research ability and skill in navigating multiple systems simultaneously to resolve complex queries.

Behavioral Competencies

- Customer Focus & Empathy: Dedicated to understanding customer needs and providing empathetic, logical solutions.
- Ownership & Accountability: Takes complete responsibility for resolving customer concerns from first contact to final resolution.
- Communication & Active Listening: Clear, professional written and verbal English communication skills.
- Adaptability: Ability to thrive in a fast-paced e-commerce environment and work flexible/rotational shifts matching target market hours.

📌 Customer Service Representative (Hyderabad)
🏢 Comfort Click Softech
📍 Hyderabad