Customer Support Agent for E-Commerce Store

My e-commerce store receives a steady flow of customer questions—especially between 10 AM and 8 PM CST —and I need a reliable agent who can jump straight into handling phone calls, live-chat sessions, and email tickets. The vast majority of contacts are simple order-status checks, but you should also be ready to give basic product information or begin a return when required. You will log in through our cloud PBX for voice calls and use Willdesk (or a similar ticketing tool you’re already fluent with) for chat and email. Clear, friendly English, accurate data entry, and the ability to keep response times under two minutes for chat and under one hour for email are essential. Familiarity with Shopify’s order dashboard is a plus because it speeds up status look-ups. Deliverables I will review weekly: • All evening-shift calls answered or returned, with notes saved in the ticketing system. • Chat and email queues cleared before the end of each shift, tagged and categorized correctly. • CSAT score maintained at 90 % or higher and no more than 2 % ticket reopen rate. If you already have a quiet workspace, a solid headset, and experience juggling multiple channels without losing composure, let’s talk about onboarding and knowledge-base access so you can start helping customers right away.