* Supervise the existing Customer Service team, ensuring timely, professional, and accurate responses to customer inquiries.
* Assign daily tasks, monitor workloads, and follow up on team performance and service quality.
* Provide coaching and support to improve customer handling and problem-solving skills.
* Handle escalated customer complaints and follow up until resolution.
* Process and follow up on exchange and return requests through Shopify in accordance with company policies.
* Search for and track customer orders through Shopify to investigate and resolve order-related issues.
* Check stock availability when handling customer orders, exchanges, and replacement requests.
* Report customer-reported product quality issues to the Quality Control team and coordinate follow-up.
* Maintain accurate records of customer complaints, requests, and resolutions.
* Prepare regular reports on team performance, recurring customer issues, and improvement opportunities.
Requirements
* 2–3 years of experience in customer service or customer relations, including experience supervising a team.
* Hands-on experience using Shopify for customer order tracking, returns, exchanges, and stock availability checks.
* Strong leadership, coaching, and team coordination skills.
* Excellent communication and customer complaint resolution skills
* Strong organizational skills, attention to detail, and the ability to prioritize multiple customer requests.
* Ability to coordinate effectively with internal teams to resolve customer issues.
* Ability to work independently and manage a team remotely.
* Availability to attend the office when required for meetings or specific business needs.