Responsibilities
- Respond to customer inquiries via multiple communication channels
- Resolve customer concerns, complaints, and service issues in a timely and professional manner
- Provide accurate information about products, services, policies, and procedures
- Document customer interactions and maintain accurate records in the CRM system
- Escalate complex issues to the appropriate team when necessary
- Follow up with customers to ensure issues have been resolved satisfactorily
- Process orders, returns, refunds, exchanges, or account updates as needed
- Maintain a high level of product and service knowledge
- Identify customer needs and recommend appropriate solutions
- Collaborate with internal teams to improve customer satisfaction and operational efficiency
- Meet established service level agreements (SLAs), response times, and quality standards
Requirements
- Customer service with Shopify experience
- Available from 11am-3pm EST on weekdays + a few hours on weekends
- Must be looking to grow into a full customer service lead managing policy, product feedback, and training AI support flows
Work Arrangement
Remote (Worldwide)
Additional Information
- Part-time - 30 hours/week
- Availability: 11 AM to 3 PM EDT + Weekends
- English proficiency required (CEFR level must be provided)
- Must submit a 1-minute introduction video (preferably via Loom)
- Resume must follow Coconut VA Profile Template and be in English
- Video submission grants Coconut permission to share it on their platforms
- Broken or dummy video links will result in disqualification
