E-commerce Customer Support Executive International Market

Vortigon seeks an experienced E-commerce Customer Support Executive to handle international customer inquiries and support requests. This role involves responding to emails, live chats, calls and support tickets promptly and professionally in English. The ideal candidate confidently communicates with international customers, manages order-related questions, and resolves issues related to deliveries, cancellations, returns, and complaints by following company policies. They carefully document all interactions, escalate urgent matters appropriately, and continuously aim to improve customer satisfaction and experience.
This position requires strong attention to detail, patience under pressure, and the ability to quickly learn and use new software and systems. Although the role does not involve managing a team, the candidate must demonstrate ownership and accountability in resolving customer concerns effectively. The successful candidate should have at least two years of relevant experience, excellent written and spoken English skills, and strong organizational and time-management abilities. Previous exposure to international customer service, especially in e-commerce settings, is highly regarded but not mandatory. Candidates with foundational skills and a willingness to learn will also be considered. Vortigon values clear, professional communication, a responsible attitude toward follow-ups, and the capability to interpret customer needs thoughtfully to provide tailored solutions. This role offers an opportunity to contribute to a dynamic company focused on delivering outstanding customer experiences in the global e-commerce market.
Note: A higher salary may be considered for candidates with strong relevant experience and proven skills.

Responsibilities

Respond promptly and professionally to customer emails, live chats, calls and support tickets from international clients.
Communicate clearly in English to assist customers with product inquiries, sizing, order placement, and general questions.
Handle customer phone calls as needed, including order confirmations, order-related questions, and follow-ups on customer issues.
Make outbound calls to customers when required to confirm orders, clarify order details, or resolve order-related issues.
Provide accurate order status updates, shipping information, and tracking details to customers.
Manage delivery issues, order modifications, cancellations, exchanges, returns, and complaints in line with company policies.
Maintain precise and comprehensive records of all customer interactions and actions taken.
Follow up diligently with customers to gather additional information or resolve pending issues.
Collaborate with internal teams to address customer order problems and ensure timely resolution.
Identify urgent or complex cases and escalate them appropriately to higher support levels or management.
Adhere to company procedures while exercising sound judgment to resolve customer problems efficiently.
Maintain professional and calm communication, even under challenging situations or when handling dissatisfied customers.
Contribute ideas and feedback to enhance overall customer satisfaction and improve support processes.
Demonstrate ownership of customer issues by investigating and working toward satisfactory resolutions without relying on scripted responses.
Organize workload effectively, balancing multiple customer requests while meeting deadlines and quality standards.