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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