HYBRID SET UP!! Customer Support Assistant - Ecommerce (FEMALE only)

Customer Support Assistant (E-commerce)

Job Summary

We are looking for a Customer Support Assistant who will serve as the vital connection between our brand and customers worldwide. This role goes beyond traditional support — you will deliver thoughtful, solution-oriented assistance across multiple digital channels while ensuring a seamless post-purchase experience.

You will manage customer interactions related to orders, back orders, refunds, exchanges, and product inquiries, while maintaining a professional and empathetic tone. The ideal candidate thrives in a fast-paced e-commerce environment and is confident handling sensitive topics with care and clarity.

Key Responsibilities

• Provide prompt, accurate, and empathetic support via Live Chat
• Manage email and ticket queues within CRM systems while meeting SLA requirements
• Respond to customer feedback on public platforms such as Google, Facebook, and review sites
• Maintain a professional, brand-aligned tone across all interactions

• Handle end-to-end order lifecycle concerns including refunds, exchanges, and product issues
• Manage customer expectations for back orders and inventory delays
• Assist customers with website navigation, checkout concerns, and account access
• Identify potential risks or sensitive concerns and escalate when necessary

• 2–3 years experience in high-volume E-commerce or Retail customer support (BPO experience preferred)
• Strong proficiency in CRM systems and Live Chat platforms
• Excellent written and verbal English communication skills
• Ability to handle sensitive topics (e.g., menstruation, incontinence) with professionalism and empathy
• Strong multitasking skills with high attention to detail
• Proactive problem-solver with a strong sense of ownership

• Customer-first mindset and strong advocacy skills
• Ability to work independently with minimal supervision
• Adaptable in a fast-paced, global retail environment
• Detail-oriented with strong organizational skills

• Be part of a fast-growing global e-commerce brand
• Collaborative and supportive team culture
• Opportunity to develop expertise in customer experience and digital retail operations