E-commerce Support Specialist | Shopify, Zendesk Salesforce
Rizal
E-commerce Customer Support Email and Ticket Support Customer Relationship Management (CRM) Shopify Order Management Zendesk and Freshdesk Salesforce Refunds, Returns, and Order Tracking Customer Issue Resolution and Escalation Handling Data Entry and Documentation Reporting and Administrative Support Quality Assurance and Process Compliance New-Hire Coaching and Onboarding Microsoft Office Written Communication Time Management and Multitasking
Cognizant, full_time
Oct 2022 to Present
- Provide customer support for the Mattel account, assisting customers with product inquiries, order status, shipping and tracking, refunds, warranties, and returns. - Handle customer inquiries involving Mattel toys, Fisher-Price products, baby gear, product parts, and Mattel Creations collector-related concerns. - Manage customer cases through email and phone channels, ensuring accurate documentation and adherence to established processes. - Review and validate eRefund requests and assist with refund-related concerns in accordance with account procedures. - Investigate order issues, product concerns, and customer complaints, providing appropriate resolutions or escalating complex cases when necessary. - Use support and business platforms, including Shopify, Salesforce, CATs, and Microsoft Office, to manage cases and support daily operations. - Assist with new-hire onboarding and nesting by providing process guidance, product knowledge, and practical support to new team members. - Prepare reports, maintain accurate records, and follow established quality, productivity, and compliance standards. - Support customers with specialized inquiries, including product recalls, parts requests, and digital collector or NFT-related cases. Achievements - Developed specialized knowledge of Mattel's customer support processes, product categories, refund procedures, and e-commerce operations. - Took on additional responsibilities supporting new-hire nesting and helping agents understand workflows, tools, and account procedures. - Built experience handling a diverse range of customer concerns, including complex cases involving refunds, product issues, warranties, and collector-related inquiries. - Strengthened proficiency across multiple CRM, e-commerce, and case management platforms to support accurate and efficient case handling. - Expanded expertise in customer issue resolution, case documentation, escalation management, and process compliance. - Developed transferable skills relevant to remote customer support, e-commerce operations, CRM administration, and customer service team support.
Newstel GmbH, full_time
Jun 2020 to Sep 2022
- Provided customer support through phone, email, live chat, and social media for international e-commerce clients. - Assisted customers with order status, shipping and delivery concerns, returns, refunds, and general product inquiries. - Supported online marketplace operations for clients serving customers in Germany and the United Kingdom. - Handled customer complaints and transaction-related concerns, including chargeback inquiries. - Maintained accurate customer records, documented interactions, and followed established workflows and service guidelines. - Coordinated customer concerns with relevant teams to facilitate timely resolutions. - Delivered professional, customer-focused service while managing multiple inquiries across different communication channels. Achievements - Developed over two years of experience supporting international e-commerce customers across multiple communication channels. - Built practical knowledge of online marketplace operations, order management, refunds, returns, and chargeback-related concerns. - Strengthened written and verbal communication, problem-solving, multitasking, and customer de-escalation skills. - Gained adaptable customer service experience transferable to remote customer support, e-commerce assistance, and virtual assistant roles.