Cecilia N.

I help Shopify brands and ecommerce businesses keep up with customer emails, live chat, and order concerns while giving every customer clear answer and reliable follow-through. I’m a customer support specialist with 3+ years of experience working for Shopify brands and ecommerce stores; Providing adequate support to customer's enquiries and concerns via email, live chat and helpdesk support platforms. I have experience using several helpdesk platforms like Gorgias, Zendesk, Reamaze, Commslayer, and Intercom. I have experience handling customer inquiries ranging from; order tracking, handling refunds & cancellation via Shopify, PayPal and Stripe, returns, billing concerns, chargebacks, product inquiries, maintaining 100% SLA adherence, product education, updating FAQ, collaborating with the shipment team for fast fulfilment and managing daily store operations. Here’s how I can help: CUSTOMER SERVICE, EMAIL AND CHAT SUPPORT • Respond to product questions and assist customers before and after purchase. • Handle enquiries and concerns with empathy and respond in the way that match your brand’s voice. • Manage ticket queues, prioritize urgent concerns, and follow up on open cases. • Keep accurate conversation notes so your team has the context it needs. SHOPIFY ORDER MANAGEMENT & AFTER-SALES SUPPORT • Review and update orders, customer details, and fulfillment information. • Process cancellations, returns, exchanges, refunds, and replacements according to your policies. • Track delayed or missing shipments and coordinate with fulfillment partners. • Help prepare chargeback and dispute responses using order records and customer communications. SUPPORT PROCESSES & DOCUMENTATION • Create and maintain macros, response templates, FAQs, and SOPs. • Identify recurring concerns and flag opportunities to improve the customer experience. • Work toward your response-time, resolution, and customer satisfaction targets. Tools Proficient in: Shopify, Intercom, Gorgias, Reamaze, Zendesk, Commslayer, Google Sheet & Excel, Slack, Stripe, PayPal, Notion, Google Workspace, Microsoft Office, HubSpot, Salesforce. Asides my hands on experience, I am really passionate about customer experience. So, if you're building a business where customers genuinely come first, send me a message let's discuss how we can build a stronger customer relationship for your brand.