Junior Customer Service Representative

About the role

We are looking for a motivated Junior Customer Service Representative to join our e‑commerce support team. You will be the first point of contact for customers, handling inbound emails and tickets related to orders, shipping, and general inquiries. The role emphasizes fast, accurate responses while strictly following established processes.

Key responsibilities

• Respond to customer emails and tickets in a clear, professional tone.
• Handle pre‑order and post‑order inquiries, 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

• Experience in customer support for e‑commerce or apparel brands.
• Familiarity with order management systems like Shopify.
• Strong written communication skills with high attention to detail.
• Ability to follow standard operating procedures exactly.
• Comfortable working with a high ticket volume.

Required skills

• Shopify (or similar order management system)