Senior Ecommerce Customer Support Agent – Holiday Season

The Wirecutter; United States; Remoto; USD 25.000 - 36.000; Tempo pieno

Descrizione del lavoro

Wirecutter, a New York Times company, is seeking two experienced Senior Temporary Customer Service Agents to be the customer-facing voice of the Wirecutter Store during peak holiday season. You will handle inquiries across email and chat, resolve order status and returns, and collaborate with partners to ensure rapid resolution.

Base shifts run 9:00 AM–5:00 PM with additional weekend hours during peak periods.

Competenze

• Experience in customer support across email and chat.
• Ability to resolve inquiries with clear, real-time responses.
• Strong communication and problem-solving skills.

Mansioni

• Provide customer support across email and chat channels.
• Manage inquiries through email and AI chat systems; escalate complex issues.
• Resolve inquiries regarding order status, product information, shipping and returns.
• Process returns using Loop Returns with accurate refunds and inventory tracking.
• Coordinate with external supply partners to resolve fulfillment/shipping inquiries.
• Navigate ecommerce platforms at an expert level (Shopify, Gorgias, Loop Returns).
• Collaborate with the Customer Experience Manager to identify trending issues and suggest improvements.

Conoscenze

Customer support

Email support

Chat support

Communication

Strumenti

Shopify

Gorgias

Loop Returns

Descrizione del lavoro

Wirecutter, a New York Times company, is seeking two experienced Senior Temporary Customer Service Agents to be the customer-facing voice of the Wirecutter Store during peak holiday season. You will handle inquiries across email and chat, resolve order status and returns, and collaborate with partners to ensure rapid resolution.

Base shifts run 9:00 AM–5:00 PM with additional weekend hours during peak periods.