Senior Customer Service Agent - E-commerce

About the role

A client organization is looking for a seasoned Customer Service Specialist to act as the voice of its brand for a global clientele. The role drives sales and provides premium support across international markets, suited to a career-driven professional with a strong e-commerce background who thrives in a fast-paced, omnichannel environment. It involves managing complex inquiries, facilitating sales and ensuring seamless order fulfillment.

Key responsibilities

• Manage high-volume inbound inquiries via live chat, VOIP/phone and email, focusing on first contact resolution and sales conversion
• Navigate order management systems to handle complex logistics, returns, product advice and payment queries
• Make strategic outbound calls for case resolution and sales follow-ups to improve customer retention and lifetime value
• Liaise with Sales, Logistics and Technical Support to streamline operations and resolve escalated issues
• Maintain accurate client interaction records in the CRM and report correctly
• Keep a customer-centric attitude, de-escalating conflicts professionally

Required profile

• Minimum 5 years of proven experience in customer support and sales in an international e-commerce environment
• Bachelor's degree required
• Native or C2-level English, with neutral accent preferred
• Experience serving customers in North American, European or Australian markets
• Comfortable using several software tools at once and learning new systems quickly
• Detail-oriented, resilient and able to work independently

Required skills

• E-commerce platforms such as Shopify, Magento and Salesforce
• Ticketing systems such as Zendesk and Intercom