Urgent Customer Support Representative(Ecommerce)

4 weeks ago

Delhi, Delhi, India BolsterBiz Full time
Job Description

Company Description

BolsterBiz is a leading provider of offshoring and outsourcing services based in New Delhi. We specialize in driving business growth, optimizing operational efficiency, and ensuring long-term success. With over 2,000 completed projects and more than 100 clients in the USA, we offer cost-effective solutions with access to expert professionals to deliver high-quality services.

Position Summary

The Customer Support Agent is responsible for delivering exceptional service across multiple sales and social channels, including Shopify, TikTok Shop, Amazon, Walmart, Target, and various social media platforms. This role focuses on timely resolution of customer inquiries, accurate order management, proactive community engagement, and contributing to data-driven insights. The agent will collaborate closely with the Customer Support Manager to improve processes, implement automations, and enhance the overall customer experience and brand reputation.

Key Responsibilities

- Respond to customer inquiries through platforms such as Re:Amaze, Shopify Inbox, TikTok Shop, and social media channels
- Resolve customer complaints with empathy, professionalism, and a solution-oriented approach
- Process returns, replacements, and recycling program codes in a timely manner
- Monitor and track orders, including identifying fraud risks, errors, and updating order status
- Manage community engagement by responding to comments and direct messages across platforms like TikTok, Meta, and others
- Review customer feedback and product reviews, escalating trends and recurring issues
- Contribute to data-driven insights by supporting ticket tagging, tracking sheets, and reporting processes
- Handle ticket management, including customer inquiries, complaints, returns, and replacements
- Perform order monitoring by reviewing daily orders for fraud risk, errors, and fulfillment issues
- Maintain active brand presence through community engagement by responding to comments and messages
- Monitor product and service reviews to track customer sentiment and escalate recurring concerns
- Support reporting by tagging tickets, updating tracking documents, and contributing to performance reports
- Assist with ad hoc projects and collaborate cross-functionally as needed

Qualifications

- Minimum 1 year of experience in customer support, e-commerce, or community management
- Strong written communication skills with the ability to adapt tone to a friendly, approachable, and solution-oriented brand voice
- Experience with Shopify, TikTok Shop, or customer service platforms such as Re:Amaze, Zendesk, Gorgias, etc., is preferred
- Detail-oriented, process-driven, and able to multitask effectively across multiple platforms
- Ability to work independently while escalating issues appropriately when necessary
- Open to work in Night Shifts

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