After-Sale (Order Support)
LOCATION: Open to ALL LATAM Countries
The Order Support Representative assists customers with order, shipping, return, cancellation, and delivery-related concerns. This role requires strong attention to detail, high comprehension, and accurate case management across multiple systems and trackers.
Key Responsibilities:
- Respond to order-related inquiries through email, live chat, and outbound calls when needed.
- Process address changes, cancellations, returns, and refunds according to company policies.
- Investigate lost, delayed, damaged, or incorrectly delivered packages.
- Coordinate with fulfillment partners and carriers, including ShipBob and PNP Line.
- Create reshipment orders in Shopify when approved.
- Update order records across Shopify, Gorgias, and internal trackers.
- Use Google Sheets to maintain and manage order claims, and escalation trackers.
- Escalate complex or unresolved cases to Operations or the appropriate support team.
- Support other mini-teams during BFCM and peak periods as assigned.
Qualifications:
- Previous e-commerce customer service experience is required.
- Experience handling order, shipping, return, and refund concerns is required.
- Proficiency in Google Sheets and experience managing trackers.
- Strong reading comprehension, problem-solving, and communication skills.
- Highly organized, detail-oriented, and accurate.
- Able to manage multiple cases and follow detailed processes in a fast-paced environment.