Talent Hackers
About the Role
We’re seeking a proactive and experienced Customer Experience Specialist to join our fast-paced D2C ecommerce team. In this role, you’ll serve as the first point of contact for customers—delivering fast, friendly, and effective support across channels. You’ll manage inquiries, troubleshoot issues, process returns, and work closely with internal teams to ensure an exceptional brand experience.
- Core Tasks:
- Monitor inbox to assist customers, answer questions, and escalate issues when needed
- Troubleshoot issues with account support
- Handle customer inquiries with a <1 hour SLA time
- Gather product knowledge to properly educate customers
- Proactively look for negative reviews and escalate to brand management
- Process returns and billing or delivery issues
- Proactively solicit and collect reviews from customers to enhance brand awareness
- Build out role-related SOPs and FAQs for faster and more accurate responses
- Assist with other tactical ecommerce -related tasks as needed
Must-Haves:
- 3+ years experience in a D2C ecommerce customer service role
- Hands on experience working with Shopify brands
- Exceptional verbal and written communication skills
- Background with the consumables vertical (or similar)
- Basic – intermediate skills with Google Sheets/ Excel for basic reporting
- 1+ years experience with professional helpdesk tool like Gorgias (or similar)
- Familiarity with slack and Zoom for internal team coordination / communication
- Ability to work EMT
Nice-to-Haves:
- 1+ years experience with Monday (or similar PM tool)
Originally posted on Himalayas
To apply for this job please visit himalayas.app.
Working in Nigeria
Nigeria, officially the Federal Republic of Nigeria, is a country in West Africa between the Sahel to the north and the Gulf of Guinea in the Atlantic Ocean to the south. It covers an area of 923,769 square kilometres (356,669 mi2). With a population of more than 242 million, it is the most populous country in Africa, and the world's sixth-most populous country. Nigeria borders Niger in the north, Chad in the northeast, Cameroon in the east, and Benin in the west. Nigeria is a federal republic comprising 36 states and the Federal Capital Territory, where its capital, Abuja, is located. The lar
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