Customer Service Representative (Temporary Position)

Equivity; Mexicali; Presencial; MXN 325.000 - 389.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Sign-on bonus

On-site role

Descripción de la vacante

Equivity is hiring a temporary Customer Service Representative to support e-commerce customers, including order management and Shopify-related inquiries. You will provide timely, professional assistance for orders, shipping, returns, refunds, and product information.

Responsibilities include handling email and phone inquiries, documenting interactions, coordinating with internal teams, and ensuring a consistent customer experience across channels.

Formación

• Previous experience in customer service, e-commerce support, online retail, or a related role.

Responsabilidades

• Respond promptly and professionally via email and phone. Assist with orders, status updates, shipping, tracking, returns, exchanges, refunds, product availability, damages, and warranty claims.
• Manage customer and order-related inquiries directly within the Shopify platform. Review and interpret payment, fulfillment, shipping, and customer history data.
• Process returns, exchanges, refunds, and damage inquiries in strict accordance with company policies. Gather documentation and evidence for damage and warranty claims.
• Partner with internal teams regarding customer concerns, order issues, and fulfillment questions; keep records and escalate as needed.

Conocimientos

Customer service

E-commerce support

English communication

Organization

Problem solving

Herramientas

Shopify

Descripción del empleo

Join Our Team as a Customer Service Representative at Equivity! (Temporary Position)

At Equivity, we believe in creating a workplace where every team member thrives. We're seeking a passionate and dedicated Customer Service Representative to bring their unique talents to our collaborative and supportive environment.

Your Impact

The Customer Service Representative, E-Commerce is a key customer-facing member, responsible for providing timely, professional, and solution-oriented support throughout the customer journey. This role manages customer inquiries related to orders, shipping, delivery, returns, refunds, product information, damages, warranty claims, and general support. The representative will also assist with order management and customer service activities within Shopify.

What You’ll Do:

• Customer Communication: Respond promptly and professionally via email and phone. Assist with orders, status updates, shipping, tracking, returns, exchanges, refunds, product availability, damages, and warranty claims. Take full ownership of inquiries, maintain a consistent and helpful experience, accurately document interactions, follow up on open cases, and elevate according to established procedures.
• Shopify & E-Commerce Support: Manage customer and order-related inquiries directly within the Shopify platform. Review and interpret payment, fulfillment, shipping, and customer history data. Process approved order updates, cancellations, returns, and refunds, while identifying next steps for resolution and escalating fulfillment, operational, or system-related roadblocks.
• Returns, Damages & Issue Resolution: Process returns, exchanges, refunds, and damage inquiries in strict accordance with company policies. Gather all necessary documentation and evidence for damage and warranty claims, evaluate issues to determine the proper course of action, elevate items requiring management approval, and track open cases through to final resolution.
• Internal Coordination: Partner with internal teams regarding customer concerns, order issues, and fulfillment questions. Keep complete records of communications and actions taken, report recurring product or operational problems, identify improvement patterns in customer service processes, and follow the standard internal escalation structure.

Performance Expectation

• Meet established response-time and resolution SLAs for customer inquiries.
• Maintain clear, accurate, professional written and verbal communication.
• Manage a high volume of customer inquiries effectively, particularly during peak holiday periods.
• Prioritize inquiries based on urgency and customer impact.
• Demonstrate sound judgment when resolving or escalating customer issues.
• Maintain accurate documentation and customer records.
• Follow established policies and procedures for returns, refunds, damages, warranties, and order changes.
• Deliver consistent customer experience across all assigned support channels.
• Follow through open issues and communicate updates to customers as appropriate.
• Maintain professionalism and composure when handling difficult or escalated customer situations.

What We’re Looking For:

• Previous experience in customer service, e-commerce support, online retail, or a related role.
• Experience with Shopify or a comparable e-commerce platform preferred.
• Familiarity with order management, fulfillment, shipping, returns, exchanges, and refunds.
• Experience managing a high volume of customer inquiries.
• Strong written and verbal English communication skills.
• Excellent organizational skills and attention to detail.
• Strong problem-solving and critical-thinking skills.
• Ability to manage multiple customer issues and priorities simultaneously.
• Comfortable working independently in a remote environment.
• Comfortable working in a fast-paced, seasonal e-commerce business.
• Ability to remain professional and solution-oriented when handling challenging customer situations.
• Reliable availability during required U.S. business hours.

What we offer and other important information:

• From 9/15 to 10/30: Monday- Saturday 10 am - 7 pm EST (total 51 hours) Rest Sundays
• And then 11/1 to 12/25: Monday- Friday 10 am - 7 pm EST, Sunday 10 am - 7 pm EST Rest Saturdays (total 51 hours)
• Salary: $32,000 pesos per month (gross salary, overtime included)
• Bonus Upon Completion of Employment Period: $6,000 pesos.
• Position on-site (Monday- Friday; Saturdays or Sundays can be worked from home).