Overview:

Our client is looking for an E-commerce Customer Support Specialist (Gorgias & Loop) to manage email-based customer support and ensure a seamless online shopping experience. The role will handle customer inquiries, order tracking, product and sizing questions, and end-to-end returns and exchanges using Gorgias and Loop. You will also collaborate closely with the Perth-based customer support and warehouse teams through Shopify and ShipHero to resolve shipping, fulfillment, and customer service concerns. This position is ideal for a detail-oriented and empathetic professional who can maintain high customer satisfaction while independently managing increased inquiry volumes during promotional periods.

Schedule: 9:00 AM to 5:30 PM Australian Western Time

Responsibilities:

• Respond to customer inquiries via email in a timely and professional manner using Gorgias
• Process and manage product returns and exchanges through the Loop returns portal
• Assist customers with order tracking, product information, and sizing queries to enhance the shopping experience
• Coordinate with the warehouse team via ShipHero to resolve shipping and fulfillment issues
• Support increased customer inquiry volumes during promotional sales events such as birthday sales
• Maintain accurate records of customer interactions and resolutions to ensure consistency

Requirements:

• 2–5 years of experience in a customer support role, preferably in e-commerce or retail
• Proficiency with Gorgias and Loop platforms
• Familiarity with Shopify and ShipHero is highly desirable
• Strong written communication skills with a professional and empathetic tone
• High level of attention to detail when handling customer orders and returns
• Ability to work independently and manage workload during high-volume periods

Scope:

• Handle email-based customer support as the primary communication channel
• Manage the end-to-end returns process through the Loop portal
• Collaborate with the existing in-house customer support and warehouse teams in Perth
• Support the online store, which represents the majority of the company's revenue
• Contribute to maintaining high customer satisfaction standards across all touchpoints

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note:

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

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