Shopify Email Customer Service

I. Core Responsibilities

1. Email Response and Issue Resolution

Timely reply to customers' pre-sale inquiries, in-sale order follow-ups, and post-sale complaints and disputes.

Communicate with customers via email to resolve post-sale issues such as order inquiries, returns and exchanges, and refunds.

Handle order anomalies, including logistics tracking, return and exchange processes, etc., to ensure efficient resolution of customer issues.

II. Customer Relationship Maintenance

Maintain customer relationships, handle customer complaints, and enhance customer satisfaction and repurchase rates.

Invite customers to leave reviews, handle returns and exchanges, claim disputes, and negative review repairs to ensure customer experience and platform compliance.

III. Dispute and Negative Review Handling

Be responsible for handling product post-sale issues such as disputes and negative reviews to maintain account positive review rates and credit.

Collaborate with operations and other departments to respond quickly to high-risk orders and drive problem closure.

IV. Data Statistics and Feedback

Monitor and analyze customer service performance metrics, provide feedback to relevant departments, and continuously improve service quality.

Conduct detailed statistics on the questions raised by customers, follow up in real time, and summarize and feedback promptly.

Establish a risk early warning mechanism to monitor the performance indicators of the store in real time (such as return rate and dispute rate).

III. Job Requirements

Education and Language Skills

Excellent reading and writing skills.

Proficient in English reading and writing.

Work Experience and Skills

More than one year of experience in Shopify email customer service, proficient in Shopify operation, and able to effectively and promptly answer the questions raised by customers.