Email Support Agent

Job Responsibilities

• Email Support: Respond to customer emails professionally and empathetically, particularly for high-ticket orders and sensitive concerns
• Issue Resolution: Handle inquiries related to orders, payments, shipping delays, refunds, guarantees, and product concerns with accuracy and care
• Customer Experience: Maintain a calm, reassuring, and premium brand tone in all written communications
• Case Management: Track, document, and follow up on customer cases to ensure timely and proper resolution
• Cross-Team Coordination: Work with operations, fulfillment, and management teams to resolve complex issues
• Process Adherence: Follow internal SOPs while exercising good judgment in unique or escalated situations

Qualifications

• Experience: At least 1 year of experience in email support, customer service, or a similar role (eCommerce experience is a strong advantage)
• Communication Skills: Exce...