Customer Service Representative

KDCI Outsourcing is seeking an experienced Customer Service Representative to support a growing eCommerce and direct-to-consumer business. This role is responsible for delivering exceptional customer service across phone, email, and chat channels, assisting customers with orders, shipping inquiries, refunds, and account-related concerns. The ideal candidate has hands-on experience with Shopify and Gorgias, AI-powered support tools, and is comfortable working in a fast-paced environment while supporting account launches, transitions, and operational growth initiatives.

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  Handle customer inquiries via phone, email, and chat in a timely and professional manner.

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  Provide accurate information regarding products, orders, shipping, returns, and account-related concerns.

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  Resolve customer concerns and complaints while maintaining a positive customer experience.

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  Process orders, refunds, replacements, exchanges, and other customer requests.

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  Utilize Shopify and Gorgias to manage customer interactions, support tickets, order-related concerns, and customer communication workflows.

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  Leverage AI-powered tools to improve customer support efficiency, response quality, and productivity.

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  Maintain accurate records of customer interactions, transactions, and resolutions.

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  Collaborate with internal teams to address escalations and operational concerns.

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  Support process improvements and contribute to maintaining service quality standards.

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  Assist with account launches, transitions, onboarding activities, and operational ramp-ups as needed.

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  Meet established productivity, quality, and customer satisfaction targets.

• 2–3 years of experience in customer service within an eCommerce or direct-to-consumer environment.

• Hands-on experience using Shopify and Gorgias for order management, customer support, ticket handling, and customer communication workflows.

• Experience supporting health and wellness consumer products.

• Experience utilizing AI tools or platforms to support customer service operations.

• Experience supporting account launches, transitions, migrations, or onboarding initiatives.

• Experience handling phone, email, and chat support channels.

• Strong verbal and written English communication skills.

• Strong customer service, problem-solving, and conflict-resolution skills.

• Ability to multitask, prioritize workload, and work independently.

• Comfortable working in a fast-paced and performance-driven environment.