When customers ask about online orders, this role makes sure they receive clear answers and understand what happens next.
Compensation
Monthly Pay: $3,533 - $4,962 USD per month
Responsibilities
Receive customer emails and service tickets through a Support platform such as Freshdesk, identifying the order question and reviewing previous replies before responding.
Check order numbers, item details, shipping addresses already provided, and current order status in an Ecommerce platform such as BigCommerce before explaining available next steps.
Record customer questions, verified order details, actions taken, and promised follow-up in a CRM such as HubSpot so other representatives can continue the conversation accurately.
Explain product information, order confirmation messages, available cancellation options, and delivery estimates using approved guidance and language customers can easily understand.
Review delivery progress using a Shipment tracking platform such as AfterShip, distinguishing estimated arrival information from confirmed carrier updates when answering customers.
Requirements
High school diploma or equivalent.
Nice to have: related experience answering online order questions
Provide timely responses and communication through the CS Ticketing platform, Gorgias, with an understanding of the most effective communication style for each channel (phone, email, chat, social).
Oversee the flow of the ticketing platform and operational KPIs.
Provide detailed insights on platform metrics to identify opportunities to improve customer experience, reducing friction on the path to purchase.
Work cross‑functionally to personalize strategies that reinforce customer satisfaction.
Develop and implement CX strategies that reinforce customer retention and elevate the Greyson brand.
Requirements
Nice to have: 1+ years of Customer Service experience
