Customer Support Representative
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Go beyond customer service. Become the expert behind complex resolutions.
Ready to take your customer service expertise beyond routine inquiries? We're looking for experienced Tier 2 Customer Service Specialists who thrive on solving complex problems, investigating disputed transactions, and delivering resolutions that make a difference.
In this role, you'll take ownership of escalated e-commerce concerns involving both buyer and seller accounts, specialized claims, financial disputes, and cross-functional coordination. You'll use your analytical skills, product knowledge, and expertise in e-commerce systems to navigate challenging cases and ensure fair, accurate, and timely resolutions.
Key Responsibilities
- Manage complex and escalated customer concerns involving buyer and seller accounts across Live Chat, Email, and SMS.
- Investigate specialized claims, disputed transactions, damaged or missing items, payout discrepancies, and buyer-seller disputes.
- Apply advanced knowledge of e-commerce policies, products, and operational workflows to determine appropriate resolutions.
- Process refunds, financial adjustments, store credits, and customer appeasements within authorized approval limits.
- Analyze product photos, listing descriptions, order histories, and shipment tracking details to make informed policy decisions.
- Coordinate with internal teams and relevant stakeholders to resolve cases requiring cross-functional intervention.
- Navigate advanced CRM platforms, warehouse and shipment tracking portals, payment management systems, and dispute resolution tools.
- Maintain accurate case documentation while meeting established service level and quality standards.
- Identify recurring customer issues and recommend opportunities to improve processes and customer experience.
About You
- At least 2 years of non-voice customer service experience, including at least 1 year handling specialized claims, disputes, or dual-sided marketplace/consignment workflows.
- Experience in e-commerce, apparel, fashion, or consignment retail is highly preferred.
- Strong written English proficiency, equivalent to B2 level or higher, with excellent grammar, appropriate tone, and active listening skills.
- Familiarity with omnichannel CRM platforms such as Kustomer, Zendesk, or Gorgias.
- Typing speed of at least 50 WPM with a high level of accuracy.
- Strong analytical and problem-solving skills, particularly when evaluating photos, listing descriptions, transaction records, and tracking details.
- Ability to navigate multiple customer conversations while simultaneously working across knowledge bases and order management systems.
- Excellent judgment and attention to detail when handling sensitive customer concerns and policy-based decisions.
Ready to take on more challenging customer cases and put your expertise to work?
To learn more about us, visit www.enshored.com.
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