Customer Service Specialist (E-Commerce)

We are seeking a dedicated Customer Service Specialist with a strong focus on eCommerce to join our team on a part-time, remote basis. This role involves providing exceptional day-to-day customer support while playing a crucial part in implementing AI tools to enhance and streamline the overall customer experience. The position requires working 4 to 5 hours daily during the hours of 8 PM to 5 AM Pakistan Standard Time. The ideal candidate will combine hands-on customer service skills with a passion for process improvement and automation.

Key Responsibilities:
- Respond promptly and professionally to customer inquiries through email, phone, and chat channels.
- Assist customers with order placement, shipping details, returns, and product-related questions.
- Manage shipments efficiently using ShipStation software.
- Troubleshoot delivery problems and resolve order discrepancies.
- Process refunds, replacements, and order updates accurately.
- Respond to customer reviews to maintain positive engagement.

AI & Automation (Integral to Role):
- Identify common customer questions and recurring patterns to improve support efficiency.
- Assist in implementing AI tools and automation solutions to address frequently asked questions such as order status, shipping, and returns.
- Develop and refine response templates and knowledge base content to ensure consistency and clarity.
- Train AI systems to align responses with the company’s brand voice and tone.
- Monitor AI performance and suggest enhancements to reduce overall support volume and improve customer satisfaction.

Required Qualifications:
- 1 to 3 years of experience in eCommerce customer service.
- Proficiency in using ShipStation for shipment management.
- Strong written and verbal communication skills.
- Comfortable managing both phone calls and handling a high volume of email support.
- Interest in or prior experience with AI tools, automation, or process improvement initiatives.

This role offers an excellent opportunity to contribute to a dynamic team focused on delivering outstanding customer service while embracing innovative technology to improve operational efficiency. If you are proactive, tech-savvy, and customer-oriented, this position will allow you to grow your skills in both support and automation within the eCommerce sector.