Shopify Customer Support Specialist - TJ / 1902266

Our client, Recruit AI, is seeking a skilled Shopify Customer Support Specialist to join their remote team. The ideal candidate will have strong experience in managing customer ticketing systems, order processing, and conflict resolution to deliver prompt and accurate solutions. This role requires close collaboration with logistics teams to ensure smooth product dispatch and thorough investigation of delivery issues, warranty claims, and return merchandise authorizations. The specialist will maintain meticulous records and stay updated on Shopify platform enhancements and best practices to uphold high service standards and contribute to an exceptional customer experience across multiple communication channels.

Key Responsibilities

- Manage customer inquiries through email and live chat, providing clear, timely, and professional responses to enhance customer satisfaction.
- Utilize Shopify tools effectively for order management, including logging timelines, creating draft orders, and updating customer profiles.
- Coordinate with warehouse teams to manage courier allocation, product holds, and ensure orders are dispatched promptly.
- Monitor, update, prioritize, and resolve customer support tickets within established timelines.
- Process product returns, exchanges, and approve Return Merchandise Authorization (RMA) requests in accordance with company policies.
- Investigate and resolve delivery-related issues such as incomplete addresses, fraud alerts, and delays, ensuring resolutions comply with company standards.
- Enforce order cancellation procedures by applying strict timelines and protocols consistently.
- Conduct detailed investigations for lost or delayed parcels and manage associated Return To Sender fee processing.
- Assess product faults under the company’s six-month warranty policy to determine eligibility for repair or discount options.
- Negotiate partial refunds ranging from 15% to 30% for quality-related concerns to maintain customer loyalty.
- Maintain accurate and comprehensive records of all customer interactions, order changes, and support resolutions to ensure reliable documentation.
- Continuously update knowledge and skills regarding Shopify platform updates and customer service best practices to maintain service excellence.
- Collaborate closely with warehouse and courier services to ensure logistics operations align with customer expectations and company policies.

Required Qualifications

- Proven experience in customer support roles, preferably with Shopify or e-commerce platforms.
- Strong proficiency in managing customer ticketing systems and order management tools.
- Excellent communication skills, both written and verbal, with the ability to handle customer inquiries professionally.
- Detail-oriented with strong organizational and record-keeping abilities.
- Ability to investigate and resolve complex delivery and product issues efficiently.
- Familiarity with Return Merchandise Authorization (RMA) processes and warranty claim evaluations.
- Capacity to negotiate refunds and resolve conflicts while maintaining customer satisfaction.
- Comfortable working remotely and collaborating with cross-functional teams such as logistics and warehouse operations.

Preferred Qualifications and Benefits

- Experience working in a remote customer support environment.
- Knowledge of current Shopify platform updates and e-commerce best practices.
- Strong problem-solving skills and the ability to adapt to changing policies and procedures.
- Opportunity to work with a dynamic team focused on delivering exceptional customer experiences.
- Flexible remote work arrangement supporting work-life balance.

This role offers the chance to contribute to a growing e-commerce business by ensuring customers receive timely, accurate, and courteous support throughout their shopping experience. If you are detail-oriented, customer-focused, and experienced with Shopify tools, this position is an excellent fit.