Funmilayo Mary A.

Are you looking for a reliable Customer Support Specialist who can handle customer inquiries, manage e-commerce orders, resolve complaints, and respond professionally to online reviews? With 5 years of customer support experience, I help e-commerce businesses deliver excellent customer experiences, maintain customer satisfaction, resolve issues efficiently, and protect their brand reputation. I have hands-on experience supporting online stores, managing customer conversations across multiple channels, following company policies and SOPs, and handling sensitive customer concerns with empathy and professionalism. E-COMMERCE CUSTOMER SUPPORT I can help you manage your daily customer service operations, including: - Email Support: Responding to customer inquiries, order concerns, complaints, and follow-up requests. - Live Chat Support: Providing timely, friendly, and accurate assistance to customers. - Shopify Customer Support: Checking orders, tracking shipments, following up on fulfillment issues, answering product questions, and assisting with order-related concerns. - Refunds & Returns: Managing refund requests, returns, exchanges, cancellations, and warranty inquiries according to your policies. - Subscription Management: Handling subscription cancellations, recurring billing questions, and subscription-related complaints. - Social Media Customer Support: Responding to Facebook and Instagram comments, direct messages, product questions, and customer complaints. - Customer Complaint & Escalation Management: Investigating customer concerns, finding appropriate solutions, documenting cases, and escalating issues that require approval. - Customer Experience Support: Maintaining a consistent brand voice and ensuring customers receive clear, empathetic, and helpful responses. TRUSTPILOT & ONLINE REVIEW MANAGEMENT Your public reviews influence how potential customers perceive your business. I can help you manage customer feedback professionally and consistently. My review management services include: - Responding to positive, neutral, and negative Trustpilot reviews. - Addressing customer complaints with empathy and professionalism. - Drafting personalized, brand-aligned public responses. - Handling delivery delays, product concerns, refund complaints, and other customer issues. - Identifying cases that require investigation or internal escalation. - Helping maintain a consistent brand voice across public review platforms. - Flagging recurring customer concerns so your team can identify opportunities to improve the customer experience. My approach is to acknowledge the customer's experience, communicate respectfully, and provide an appropriate next step without making promises the business cannot fulfill. TOOLS & PLATFORMS I have experience working with customer support and e-commerce tools, including: * Shopify — order management, product information, refunds, and fulfillment checks. * Gorgias — ticket management, inbox organization, customer communication, and support workflows. * Zendesk — customer service tickets and communication. * Trustpilot — public review responses and customer reputation support. * Gmail & Outlook — email management and customer correspondence. * ChatGPT & Claude — assisting with response drafting and support workflows. * Translation tools — supporting communication with international customers. I can also adapt quickly to new helpdesks, CRMs, and internal systems. WHY HIRE ME? I understand that excellent customer support involves more than answering questions. It requires ownership, sound judgment, attention to detail, empathy, and consistent follow-through. When you work with me, you can expect: - Professional, empathetic, and natural customer communication. - Accurate handling of order details and customer requests. - Organized inbox and ticket management. - Timely follow-ups on unresolved customer issues. - Careful adherence to your company policies and SOPs. - Professional handling of negative reviews and sensitive complaints. - Clear documentation and appropriate escalation of complex cases. - A proactive approach to identifying recurring customer concerns. My Upwork track record includes Top Rated status, a 100% Job Success Score, and a 5.0/5 client rating. I am particularly interested in working with Shopify stores, dropshipping businesses, subscription-based brands, and growing e-commerce companies that value customer satisfaction, professional review management, and reliable long-term support. Whether you need an E-commerce Customer Support Specialist, Shopify Customer Support VA, Trustpilot Review Manager, or Customer Experience Assistant, I can help you provide a better experience for your customers while protecting your brand's reputation. Send me an invitation, and let's discuss how I can support your business.