JOB DESCRIPTION
Insight Global is seeking a Customer Service Agent to help with a client in the ecommerce space. This individual will help handle all inquiries from customers via phone, chat, and email. This role is responsible for de-escalating all concerns that arise and providing top tier customer service at all times. This will be an onsite role 5 days a week, 8 -5 est. Responsibilities: -Act as the first point of contact for customers via phone, email, and chat. -Provide product guidance, solve complex cases, manage returns/claims, and handle order updates with care. -Support and mentor junior agents during escalation handling. -Work closely with transport service providers and internal teams to resolve shipping or delivery issues. -Take ownership of specialized areas such as claims handling, content improvements, or technical troubleshooting. -Monitor system performance and ensure proper documentation in tools like Zendesk, Shopify, and others. -Recommend improvements to internal FAQs and Help Desk materials. -Engage with customers on social media channels to ensure a positive brand experience.
REQUIRED SKILLS AND EXPERIENCE
-At least 1 year of experience in customer support, ideally in e-commerce or technical support environments.
-A proactive, solutions-focused mindset and a passion for delivering exceptional customer service.
-Strong organizational and time-management skills, even when working remotely.
-Comfort using platforms like Zendesk, Shopify, and communication tools (training provided).
-Willingness to learn, adapt, and contribute to team improvements.
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