Customer Service Representative

Job Summary

KDCI Outsourcing is seeking an experienced Customer Service Representative to support a growing eCommerce and direct-to-consumer business. This role is responsible for delivering exceptional customer service across phone, email, and chat channels, assisting customers with orders, shipping inquiries, refunds, and account-related concerns. The ideal candidate has hands-on experience with Shopify and Gorgias, AI-powered support tools, and is comfortable working in a fast-paced environment while supporting account launches, transitions, and operational growth initiatives.

Key Responsibilities

• Handle customer inquiries via phone, email, and chat in a timely and professional manner.

• Provide accurate information regarding products, orders, shipping, returns, and account-related concerns.

• Resolve customer concerns and complaints while maintaining a positive customer experience.

• Process orders, refunds, replacements, exchanges, and other customer requests.

• Utilize Shopify and Gorgias to manage customer interactions, support tickets, order-related concerns, and customer communication workflows.

• Leverage AI-powered tools to improve customer support efficiency, response quality, and productivity.

• Maintain accurate records of customer interactions, transactions, and resolutions.

• Collaborate with internal teams to address escalations and operational concerns.

• Support process improvements and contribute to maintaining service quality standards.

• Assist with account launches, transitions, onboarding activities, and operational ramp-ups as needed.

• Meet established productivity, quality, and customer satisfaction targets.

Job Requirements

• 2–3 years of experience in customer service within an eCommerce or direct-to-consumer environment.

• Hands-on experience using Shopify and Gorgias for order management, customer support, ticket handling, and customer communication workflows.

• Experience supporting health and wellness consumer products.

• Experience utilizing AI tools or platforms to support customer service operations.

• Experience supporting account launches, transitions, migrations, or onboarding initiatives.

• Experience handling phone, email, and chat support channels.

• Strong verbal and written English communication skills.

• Strong customer service, problem-solving, and conflict-resolution skills.

• Ability to multitask, prioritize workload, and work independently.

• Comfortable working in a fast-paced and performance-driven environment.