E-Commerce Customer Support Specialist

Responsibilities

Manage daily customer inquiries across multiple e-commerce platforms, including Amazon Buyer‑Seller Messaging, Walmart, eBay, and other online marketplaces.

Maintain timely responses that meet marketplace service‑level agreements and support account health and compliance requirements.

Serve as the primary point of contact for customer inquiries received through alternative channels, ensuring all communications are routed through established support processes.

Review and resolve complex customer issues, including warranty claims, replacement requests, partial refunds, and escalated disputes.

Monitor and respond to public product reviews and customer feedback to protect brand reputation and improve customer satisfaction.

Create and maintain customer education materials, FAQs, macro responses, and product guides to enhance the post‑purchase experience and reduce return rates.

Troubleshoot product, application, and connectivity issues while coordinating with Customer Service, Product Management, Quality Control, and other internal teams as needed.

Coordinate product returns, warranty verification, fulfillment investigations, and return inventory tracking.

Develop and maintain standardized operating procedures (SOPs) for E‑Commerce customer support processes.

Track recurring customer concerns, product defects, and application issues, and communicate findings to internal stakeholders and global headquarters to support continuous product improvement.

Requirements

1–3 years of experience in customer support, e‑commerce operations, retail support, or a related field.

Excellent written and verbal communication skills with a customer‑first mindset.

Strong problem‑solving abilities and sound judgment when handling escalated customer situations.

Ability to multitask and manage a high volume of inquiries while maintaining accuracy and professionalism.

Detail‑oriented with strong organizational and time‑management skills.

Comfortable learning technical product information and troubleshooting consumer issues.

Proficiency with Microsoft Office or Google Workspace and general computer applications.

Ability to work independently and collaboratively in a fast‑paced environment.

Bonus Qualifications

Experience supporting customers through Amazon Seller Central, Walmart Marketplace, eBay, Shopify, or similar e‑commerce platforms.

Familiarity with CRM or help desk software such as Zoho (preferred), Zendesk, Salesforce, or comparable systems.

Experience handling warranty claims, returns processing, or dispute resolution.

Knowledge of consumer electronics, connected devices, or health technology products.

Experience creating documentation, FAQs, or standard operating procedures.

Previous exposure to technical troubleshooting or product support.

Bilingual in Korean is a plus, but not required.

Hard Skills

Customer support

E‑commerce operations

Problem‑solving

Technical troubleshooting

Warranty claims

Returns processing

Dispute resolution

Documentation creation

Standard operating procedures

Product support

Soft Skills

Written communication

Verbal communication

Customer‑first mindset

Multitasking

Organizational skills

Time management

Attention to detail

Independent work

Collaborative work

Professionalism

#J-18808-Ljbffr