Junior Customer Service Representative

About the role

The Junior Customer Service Representative will be the first point of contact for customers contacting the brand via email and ticketing systems. You will handle inbound inquiries related to orders, shipping, and general support, ensuring fast, accurate, and empathetic responses while following established SOPs.

Key responsibilities

• Respond to customer emails and tickets with a clear, professional, and empathetic tone.
• Handle pre‑order and post‑order questions, providing order status updates and shipping information.
• Resolve basic order issues such as missing items, address corrections, delays, returns, and exchanges.
• Escalate complex issues, fraud concerns, or policy exceptions to senior agents.
• Update tickets accurately and follow internal workflows.
• Maintain response time and quality standards, adhering to SLA targets.

Required profile

• Minimum of 1 year experience in customer support for e‑commerce or apparel brands.
• Familiarity with order management systems (e.g., Shopify) and high‑volume ticket environments.
• Strong written communication with excellent grammar and attention to detail.
• Ability to follow SOPs consistently.
• Experience with customer support platforms (e.g., Gorgias, Zendesk) is preferred.
• Experience supporting e‑commerce brands on social commerce platforms is an advantage.
• Prior experience with TikTok Shop, including order management and dispute handling, is highly preferred.

Required skills

• Shopify (order management)
• Gorgias
• Zendesk
• TikTok Shop