[Remote] Ecommerce Customer Service Specialist (D2C) - Nigeria
Note: The job is a remote job and is open to candidates in USA. Talent Hackers is seeking a proactive and experienced Customer Experience Specialist to join their fast-paced D2C ecommerce team. In this role, you’ll serve as the first point of contact for customers, delivering fast, friendly, and effective support across various channels.
Responsibilities
- Monitor inbox to assist customers, answer questions, and escalate issues when needed
- Troubleshoot issues with account support
- Handle customer inquiries with a <1 hour SLA time
- Gather product knowledge to properly educate customers
- Proactively look for negative reviews and escalate to brand management
- Process returns and billing or delivery issues
- Proactively solicit and collect reviews from customers to enhance brand awareness
- Build out role-related SOPs and FAQs for faster and more accurate responses
- Assist with other tactical ecommerce-related tasks as needed
Skills
- 3+ years experience in a D2C ecommerce customer service role
- Hands on experience working with Shopify brands
- Exceptional verbal and written communication skills
- Background with the consumables vertical (or similar)
- Basic - intermediate skills with Google Sheets/ Excel for basic reporting
- 1+ years experience with professional helpdesk tool like Gorgias (or similar)
- Familiarity with slack and Zoom for internal team coordination / communication
- Ability to work EMT
- 1+ years experience with Monday (or similar PM tool)
Company Overview
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