After-Sale (Order Support)

After-Sale (Order Support) 
LOCATION:Open to ALL LATAM Countries

The Order Support Representative assists customers with order, shipping, return, cancellation, and delivery-related concerns. This role requires strong attention to detail, high comprehension, and accurate case management across multiple systems and trackers.  

Key Responsibilities:  

• Respond to order-related inquiries through email, live chat, and outbound calls when needed. 
• Process address changes, cancellations, returns, and refunds according to company policies. 
• Investigate lost, delayed, damaged, or incorrectly delivered packages. 
• Coordinate with fulfillment partners and carriers, including ShipBob and PNP Line. 
• Create reshipment orders in Shopify when approved. 
• Update order records across Shopify, Gorgias, and internal trackers. 
• Use Google Sheets to maintain and manage order claims, and escalation trackers. 
• Escalate complex or unresolved cases to Operations or the appropriate support team. 
• Support other mini-teams during BFCM and peak periods as assigned. 

Qualifications:  

• Previous e-commerce customer service experience is required.  
• Experience handling order, shipping, return, and refund concerns is required. 
• Proficiency in Google Sheets and experience managing trackers. 
• Strong reading comprehension, problem-solving, and communication skills. 
• Highly organized, detail-oriented, and accurate. 
• Able to manage multiple cases and follow detailed processes in a fast-paced environment.