XTN-9BE3443 | CUSTOMER SUPPORT ADVOCATE - CUSTOMER SERVICE

This role is responsible for delivering high-quality customer support across email, chat, and phone channels, ensuring timely and accurate resolution of inquiries related to orders, accounts, billing, and deliveries. The position plays a key role in driving customer satisfaction, retention, and overall experience by owning interactions end-to-end and making sound, independent decisions.

You will be part of a fast-paced, customer-focused team supporting a U.S.-based ecommerce business, working collaboratively to meet performance targets while maintaining strong attention to detail and service quality. The team values accountability, adaptability, and continuous improvement, with a strong emphasis on ownership and results.

Join a high-ownership, fast-paced environment where your work directly impacts customer experience and business outcomes. This role offers the opportunity to develop strong communication, problem-solving, and decision-making skills while supporting a growing ecommerce business. You’ll be part of a collaborative and results-driven team that values accountability, continuous improvement, and trust. With exposure to real-time customer interactions and multiple support channels, you’ll gain valuable experience and career growth in a dynamic and evolving industry.

• Handling customer inquiries across email, chat, and phone, ensuring timely and accurate resolution
• Managing concerns related to orders, accounts, billing, and deliveries
• Making independent decisions based on policies and customer context, with proper escalation when needed
• Supporting refunds, replacements, and claims with accuracy and attention to detail
• Meeting or exceeding performance metrics such as quality, response time, and customer satisfaction
• Navigating multiple systems and tools efficiently while maintaining productivity
• Collaborating with the team to improve processes and overall customer experience

• Strong written and verbal English communication skills, with clarity and professionalism across email, chat, and phone
• Customer-focused mindset with the ability to empathize and resolve concerns effectively
• Ability to multitask and perform well in a fast-paced, high-volume environment
• Strong problem-solving and decision-making skills with minimal supervision
• Comfortable handling real-time support channels such as chat and phone
• Tech-savvy, with the ability to quickly learn and navigate multiple systems and tools
• Data-driven mindset, using metrics and feedback to improve performance
• Strong time management and organizational skills

• Experience in customer service, ecommerce, retail, or fashion industries
• Familiarity with Google Workspace and other productivity tools
• Exposure to customer support platforms (e.g., ticketing systems, CRM tools)
• Experience using Apple products or similar systems
• Basic understanding of order management, billing, or logistics processes
• Adaptability to new tools, processes, and a continuously evolving work environment