Charmaine Marie G.

Experienced Customer Support Representative with a strong background

Experienced Customer Support Representative with a strong background in Shopify, live chat, email support, and CRM platforms. Skilled in handling customer inquiries, troubleshooting issues, and ensuring customer satisfaction. Proficient in various customer service tools to provide efficient and professional assistance. Experience: Shopify Customer Support Representative Freelance | 2023 - Present • Assisted customers via live chat, email, and phone support for Shopify store owners. • Resolved technical issues related to Shopify store setup, themes, and app integrations. • Guided merchants on payment processing, order fulfillment, and product management. • Escalated complex issues to Shopify's internal support teams when necessary. • Maintained high customer satisfaction ratings through prompt and empathetic service. Email and Live Chat Support Specialist E-commerce Brand | 2021 - 2023 • Managed email and chat inquiries, providing solutions for order tracking, refunds, and returns. • Used Zendesk and Gorgias to efficiently respond to and track customer tickets. • Created and updated knowledge base articles for common customer concerns. • Assisted in social media support by addressing customer concerns on Facebook and Instagram. CRM and Customer Service Platforms Experience • Shopify Admin Panel • Gorgias • Zendesk • Freshdesk • HubSpot CRM • LiveChat • Intercom Skills & Expertise • Shopify store troubleshooting and customer guidance • Email and live chat support • CRM management and ticket handling • Order processing and issue resolution • Customer communication and engagement • E-commerce policies (refunds, exchanges, shipping) • Knowledge base content creation Why Hire Me? • Quick response time and problem-solving ability • Strong technical knowledge of Shopify and CRM platforms • Experience in handling escalations and complex customer issues • Dedicated to enhancing the customer experience and brand reputation