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E-commerce Customer Experience Representative – Seasonal
Peak SupportSupport client hiring needs as a Tier I E-commerce Customer Experience Representative during seasonal peaks. Providing customer support through various channels in a logistics-driven environment.
About the role
Key responsibilities & impact- Provide omnichannel support via phone, email, live chat, and Freshdesk ticket management
- Handle inquiries related to move-in logistics, delivery coordination, order status, account updates, returns, and billing
- Resolve standard Tier I issues independently using SOPs and knowledge base resources
- Escalate complex issues (medical/safety concerns, delivery failures, missing/damaged items, billing discrepancies) to Tier II with clear documentation
- Maintain detailed and accurate ticket notes, following escalation pathways and communication guidelines
- Prioritize accuracy and consistency over speed, especially during peak move-in periods
- Coordinate with internal Operations teams as needed.
Requirements
What you’ll need- Strong emotional intelligence and resilience in high-volume, high-pressure environments
- Ability to deliver firm, policy-based responses with professionalism and empathy
- Excellent reading comprehension and attention to detail
- Technologically literate: confident with Windows 11, Microsoft 365, and CRM/ticketing systems
- Accurate data entry, documentation, and written communication skills
- Typing proficiency and ability to multitask across multiple systems
- Comfortable working in structured, SOP-driven environments
- Reliable and able to adhere to schedules during peak demand periods.
Benefits
Comp & perks- Work-from-Home PLUS model
- Opportunity for growth
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data entrydocumentationticket managementissue resolutionmultitaskingreading comprehensionattention to detailSOP adherence
Soft Skills
emotional intelligenceresilienceprofessionalismempathycommunication skillsaccuracyconsistencyreliability