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E-Commerce Customer Service Representative - Fashion

Job title: E-Commerce Customer Service Representative - Fashion
Contract type: Freelance
Location: Los Angeles
Industry: Fashion
Remote: Yes
Salary: $20.00/hourly
Reference: 464875
Contact name: Alissa Ochoa

Job description

Job Summary: As an E-commerce Customer Service Representative  you will e the primary point of contact for our customers, providing exceptional service and support through various channels including email, phone, and live chat. Your role is to ensure a seamless and positive experience for our customers by addressing inquiries, resolving issues, and maintaining a high level of customer satisfaction.

This role is on-going freelance to start in June 
Rate: $20/per hour (non-negotiable) 
Remote - must live in California and work PST hours

Key Responsibilities:

  1. Customer Support:

    • Respond to customer inquiries promptly and professionally through email, phone, and live chat.
    • Provide accurate information regarding products, services, orders, and policies.
    • Assist customers with placing orders, tracking shipments, and processing returns or exchanges.
    • Resolve product or service issues by clarifying customer complaints, determining the cause, selecting and explaining the best solution, expediting corrections, and following up to ensure resolution.
  2. Order Management:

    • Process orders accurately and efficiently in the e-commerce system.
    • Monitor order status and proactively communicate any delays or issues to customers.
    • Coordinate with the warehouse and shipping departments to ensure timely and accurate delivery of orders.
  3. Product Knowledge:

    • Maintain an in-depth understanding of  products and services to provide expert advice and support.
    • Stay updated on new product releases, promotions, and company news.
  4. Customer Relationship Management:

    • Build and maintain positive relationships with customers to encourage repeat business and brand loyalty.
    • Collect and analyze customer feedback to identify trends and areas for improvement.
  5. Technical Support:

    • Assist customers with navigating the website, troubleshooting technical issues, and resolving account-related concerns.
    • Escalate complex technical problems to the appropriate department or technical team as needed.
  6. Administrative Duties:

    • Document customer interactions and transactions in the CRM system.
    • Prepare reports on customer service activities and trends as requested by management.
    • Participate in training sessions and team meetings to enhance product knowledge and customer service skills.


  • High school diploma or equivalent; college degree preferred.
  • Proven experience in a customer service role, preferably within an e-commerce or retail environment.
  • Excellent communication skills, both written and verbal.
  • Strong problem-solving abilities and attention to detail.
  • Proficient in using customer service software. - exp with Zendesk, Shopify, Salesforce, NetSuite, CRM systems
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Flexibility to work various shifts, including weekends and holidays.


Expired job