Shopify Customer Support Specialist - TJ / 1910307

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. This role requires providing timely and accurate solutions to customer inquiries while ensuring a seamless experience across multiple communication channels. The specialist will work closely with logistics teams to oversee product dispatch and handle detailed investigations related to delivery issues, warranty claims, and returns. Attention to detail and adherence to brand policies are essential to maintaining high service quality and customer satisfaction.

Key Responsibilities

- Manage customer inquiries through email and live chat, delivering clear and prompt responses to enhance overall customer satisfaction.
- Utilize Shopify platform tools efficiently for order management tasks such as timeline logging, creating draft orders, and updating customer profiles.
- Coordinate with warehouse teams to manage courier allocation, product holds, and ensure timely dispatch of orders.
- Monitor, update, prioritize, and resolve customer support tickets promptly within designated timelines.
- Process product returns, exchanges, and approve Return Merchandise Authorization (RMA) requests in accordance with company policies.
- Investigate and resolve delivery-related issues including incomplete addresses, fraud flags, and delivery delays, ensuring solutions comply with company standards.
- Enforce order cancellation protocols by applying strict timelines and procedures consistently.
- Conduct thorough investigations for claims involving 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 fairly, ranging from 15% to 30%, for quality-related concerns to maintain customer loyalty.
- Maintain accurate and detailed records of all customer interactions, order modifications, and support resolutions to ensure reliable service documentation.
- Continuously update knowledge and skills related to Shopify platform updates and customer service best practices to uphold service excellence.
- Collaborate effectively with warehouse and courier services to ensure logistics operations meet customer expectations and company policies.

Required Qualifications

- Proven experience in customer support roles, preferably within e-commerce or Shopify environments.
- Strong familiarity with Shopify’s order management system and customer service tools.
- Excellent communication skills, both written and verbal, with the ability to handle customer inquiries professionally and empathetically.
- Demonstrated ability to manage multiple tickets and prioritize tasks efficiently under tight deadlines.
- Experience in conflict resolution and handling complex customer issues including returns, refunds, and warranty claims.
- Detail-oriented with strong organizational skills and the ability to maintain accurate records.
- Ability to work independently in a remote setting while collaborating effectively with cross-functional teams.

Preferred Qualifications and Benefits

- Previous experience working with logistics or warehouse coordination is an advantage.
- Knowledge of brand policy enforcement and quality assurance processes.
- Commitment to continuous learning and professional development related to e-commerce platforms and customer service trends.
- Opportunity to work remotely with a dynamic team focused on delivering exceptional customer experiences.

This role offers the chance to contribute meaningfully to a growing company by ensuring customers receive outstanding support and service throughout their shopping journey.