Job description · Customer support · Full-time
E-commerce Customer Service Agent job description
An e-commerce customer service agent handles where-is-my-order questions, returns, exchanges, and product advice for an online store. They protect reviews and repeat purchases by solving problems quickly and kindly.
Responsibilities
- Answer order, shipping, and product questions across email, chat, and social DMs
- Process returns, exchanges, replacements, and refunds in Shopify and the help desk
- Track shipments and work with carriers and the warehouse on problems
- Reply to product reviews and social comments in the brand voice
- Flag product defects and shipping trends to operations
- Keep macros and FAQ pages current
Requirements
- Two or more years supporting an online store
- Hands-on with Shopify orders and a help desk
- Friendly, on-brand writing
- Organized with order numbers, carriers, and timelines
- Comfortable working peak-season volume
Tools
- Shopify
- Gorgias or Zendesk
- ShipStation or carrier portals
- Loop or AfterShip Returns
What success looks like after 90 days
- Order questions answered same day
- Return and exchange workflow documented and fast
- A weekly note on top contact reasons and product issues
Screening questions
Ask these before you book an interview.
- Which Shopify stores have you supported?
- Have you processed returns and refunds directly?
- Reply to a customer who received the wrong size.
- This is a full-time role working set hours each business day. Can you commit to that schedule?
Interview questions
- A package shows delivered but the customer says it never arrived. What do you do?
- How do you handle a one-star review that is partly unfair?
- Tell me about a peak season you worked. What did you learn?
- Which contact reasons could the store eliminate, in your experience?
Hiring tip
Share your return policy before the interview and ask candidates to explain it back in a customer reply. It tests reading and tone at once.
E-commerce Customer Service Agent hiring FAQ
What does a E-commerce Customer Service Agent do?
An e-commerce customer service agent handles where-is-my-order questions, returns, exchanges, and product advice for an online store. They protect reviews and repeat purchases by solving problems quickly and kindly. Day to day, the role covers work such as: answer order, shipping, and product questions across email, chat, and social DMs, process returns, exchanges, replacements, and refunds in Shopify and the help desk, and track shipments and work with carriers and the warehouse on problems.
How much does it cost to hire a full-time E-commerce Customer Service Agent from the Philippines?
We place a full-time E-commerce Customer Service Agent from the Philippines for $1,800 a month. Every candidate passes our top 2% vetting, starts within 14 days, and comes with a 1-week trial backed by a replacement or refund. The price is a flat monthly rate for a dedicated full-time hire.
What skills should a E-commerce Customer Service Agent have?
Look for: two or more years supporting an online store, hands-on with Shopify orders and a help desk, friendly, on-brand writing, and organized with order numbers, carriers, and timelines. Common tools include Shopify, Gorgias or Zendesk, ShipStation or carrier portals, and Loop or AfterShip Returns.
What should a E-commerce Customer Service Agent achieve in the first 90 days?
Order questions answered same day, return and exchange workflow documented and fast, and A weekly note on top contact reasons and product issues.
Can I copy and edit this E-commerce Customer Service Agent job description?
Yes. Copy it with one click, edit it for your business, and post it anywhere. For a version built from your own task list, open it in our free job description generator, or book a strategy call and we will find the hire for you.
Want us to find your E-commerce Customer Service Agent?
We place a full-time E-commerce Customer Service Agent from the Philippines for $1,800 a month. Every candidate passes our top 2% vetting, starts within 14 days, and comes with a 1-week trial backed by a replacement or refund.