After-Sale (Order Support)

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After-Sale (Order Support)
LOCATION: Open to ALL LATAM Countries

The Order Support Representative assists customers with order, shipping, return, cancellation, and delivery-related concerns. This role requires strong attention to detail, high comprehension, and accurate case management across multiple systems and trackers. 

Key Responsibilities: 

• Respond to order-related inquiries through email, live chat, and outbound calls when needed.
• Process address changes, cancellations, returns, and refunds according to company policies.
• Investigate lost, delayed, damaged, or incorrectly delivered packages.
• Coordinate with fulfillment partners and carriers, including ShipBob and PNP Line.
• Create reshipment orders in Shopify when approved.
• Update order records across Shopify, Gorgias, and internal trackers.
• Use Google Sheets to maintain and manage order claims, and escalation trackers.
• Escalate complex or unresolved cases to Operations or the appropriate support team.
• Support other mini-teams during BFCM and peak periods as assigned.

Qualifications: 

• Previous e-commerce customer service experience is required. 
• Experience handling order, shipping, return, and refund concerns is required.
• Proficiency in Google Sheets and experience managing trackers.
• Strong reading comprehension, problem-solving, and communication skills.
• Highly organized, detail-oriented, and accurate.
• Able to manage multiple cases and follow detailed processes in a fast-paced environment.