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VASL

, , United States / Global

Customer Service Associate

Job Description

Title: Customer Service Specialist (Ecommerce)

Job Type: Full-Time, Remote

Timings: 9 PM - 4 AM (Pakistan Standard Time)

Overview

We’re looking for a customer-focused Customer Service Specialist who can not only handle day-to-day support, but also help us implement AI tools to streamline and improve customer experience. This role combines hands‑on support with process improvement and automation.

Key Responsibilities
  • Respond to customer inquiries via email, phone, and chat
  • Assist with orders, shipping, returns, and product questions
  • Manage shipments using ShipStation
  • Troubleshoot delivery issues and order errors
  • Process refunds, replacements, and updates
  • Answer reviews
  • Identify repetitive customer questions and patterns
  • Help implement AI tools and automation to handle FAQs (order status, shipping, returns, etc.)
  • Create and refine response templates and knowledge base content
  • Train and improve AI responses to match brand voice
  • Monitor performance and suggest improvements to reduce support volume
Requirements
  • 1–3 years of eCommerce customer service experience
  • Must be proficient in ShipStation
  • Strong written and verbal communication skills
  • Comfortable handling both calls and high-volume email support
  • Interest or experience in AI tools, automation, or process improvement
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