I have 7 years of experience helping Shopify store owners and large e-commerce companies through email, chat, social media, and phone support.
I handle customer concerns such as replacements, missing items, refunds, and supervisor escalations. I also help business owners manage urgent tickets and organize their inbox by checking daily reports to see which issues need immediate attention.
Handling customer complaints is one of my strengths. I work on escalation tickets for delayed replacements, missing items, wrong product deliveries, and risk management claims when customers are injured and need medical help.
By listening carefully and understanding customer needs, while using macros and templates, I can quickly identify problems, rebuild customer trust, and improve their experience with the service.
Aside from being a frontline support representative, I also make final decisions on whether complaints are valid and what resolution should be provided.
Shopify and E-commerce
I help customers with:
• Processing orders, order cancellations, order modifications, applying discounts
• Replacements and refunds
• Contacting logistics and warehouse teams for product availability
• Providing alternative product options
• Educating customers about product features
• Handling escalation tickets that require medical attention
• Turning negative customer experiences into positive ones
• Providing accurate resolutions to maintain high CSAT scores
Social media support:
I also manage customer concerns on social media platforms such as Facebook, Instagram, YouTube, and Pinterest by:
• Monitoring negative reviews and complaints
• Addressing customer issues quickly
• Focusing on solutions instead of customer emotions and providing proper resolutions
• Asking customers for permission to remove negative posts once concerns are resolved
Tools I use for phone, email, chat and social media
• Zendesk, Salesforce, Gorgias
Products I supported:
•Slow cookers, humidifiers, ice cream makers, air purifiers, filters, scented candles, tents, grills, and kayaks.
Why do clients choose me:
• I provide helpful insights for inbox management
• I prioritize urgent cases
• I stay calm under pressure
• I respond quickly and pay close attention to details
• I ask questions instead of making assumptions about resolutions
• I follow company policies for replacements and refunds
• I use all available tools before escalating questions
I don’t just respond to customers; I make sure they feel a human touch and know they are valued. I treat each customer as someone special, and when assisting them, I respond with the mindset of business owner
