Customer Service Representative

Title:<br /><br />Customer Service Specialist (Ecommerce)<br /><br />Job Type:<br /><br />Full-Time, Remote<br /><br />Timings:<br /><br />9 PM - 4 AM (Pakistan Standard Time)<br /><br />Overview<br />We’re looking for a customer-focused Customer Service Specialist who can not only handle day-to-day support, but also help us implement AI tools to streamline and improve customer experience. This role combines hands‑on support with process improvement and automation.<br /><br />Key Responsibilities<br /><br />Respond to customer inquiries via email, phone, and chat<br /><br />Assist with orders, shipping, returns, and product questions<br /><br />Manage shipments using ShipStation<br /><br />Troubleshoot delivery issues and order errors<br /><br />Process refunds, replacements, and updates<br /><br />Answer reviews<br /><br />Identify repetitive customer questions and patterns<br /><br />Help implement AI tools and automation to handle FAQs (order status, shipping, returns, etc.)<br /><br />Create and refine response templates and knowledge base content<br /><br />Train and improve AI responses to match brand voice<br /><br />Monitor performance and suggest improvements to reduce support volume<br /><br />Requirements<br /><br />1–3 years of eCommerce customer service experience<br /><br />Must be proficient in ShipStation<br /><br />Strong written and verbal communication skills<br /><br />Comfortable handling both calls and high-volume email support<br /><br />Interest or experience in AI tools, automation, or process improvement<br /><br />#J-18808-Ljbffr