E-Commerce Customer Support Specialist

Responsibilities

• Manage daily customer inquiries across multiple e-commerce platforms, including Amazon Buyer‑Seller Messaging, Walmart, eBay, and other online marketplaces.
• Maintain timely responses that meet marketplace service‑level agreements and support account health and compliance requirements.
• Serve as the primary point of contact for customer inquiries received through alternative channels, ensuring all communications are routed through established support processes.
• Review and resolve complex customer issues, including warranty claims, replacement requests, partial refunds, and escalated disputes.
• Monitor and respond to public product reviews and customer feedback to protect brand reputation and improve customer satisfaction.
• Create and maintain customer education materials, FAQs, macro responses, and product guides to enhance the post‑purchase experience and reduce return rates.
• Troubleshoot product, application, and connectivity issues while coordinating with Customer Service, Product Management, Quality Control, and other internal teams as needed.
• Coordinate product returns, warranty verification, fulfillment investigations, and return inventory tracking.
• Develop and maintain standardized operating procedures (SOPs) for E‑Commerce customer support processes.
• Track recurring customer concerns, product defects, and application issues, and communicate findings to internal stakeholders and global headquarters to support continuous product improvement.

• 1–3 years of experience in customer support, e‑commerce operations, retail support, or a related field.
• Excellent written and verbal communication skills with a customer‑first mindset.
• Strong problem‑solving abilities and sound judgment when handling escalated customer situations.
• Ability to multitask and manage a high volume of inquiries while maintaining accuracy and professionalism.
• Detail‑oriented with strong organizational and time‑management skills.
• Comfortable learning technical product information and troubleshooting consumer issues.
• Proficiency with Microsoft Office or Google Workspace and general computer applications.
• Ability to work independently and collaboratively in a fast‑paced environment.

• Experience supporting customers through Amazon Seller Central, Walmart Marketplace, eBay, Shopify, or similar e‑commerce platforms.
• Familiarity with CRM or help desk software such as Zoho (preferred), Zendesk, Salesforce, or comparable systems.
• Experience handling warranty claims, returns processing, or dispute resolution.
• Knowledge of consumer electronics, connected devices, or health technology products.
• Experience creating documentation, FAQs, or standard operating procedures.
• Previous exposure to technical troubleshooting or product support.
• Bilingual in Korean is a plus, but not required.

• Customer support
• E‑commerce operations
• Problem‑solving
• Technical troubleshooting
• Warranty claims
• Returns processing
• Dispute resolution
• Documentation creation
• Standard operating procedures
• Product support

• Written communication
• Verbal communication
• Customer‑first mindset
• Multitasking
• Organizational skills
• Time management
• Attention to detail
• Independent work
• Collaborative work
• Professionalism