Joanna O.

Looking for a Customer Support Specialist who can do more than answer tickets? I help e-commerce businesses manage Shopify customer support and daily store operations across email, live chat, and phone, from orders, tracking, returns, and refunds to disputes, chargebacks, and customer retention. With a 95% resolution rate and 97% customer satisfaction score, I combine empathy, clear communication, and strong attention to detail with the operational mindset needed to keep customers happy and businesses running smoothly. 🛒 How I Can Help You • Shopify customer support: orders, tracking, returns, refunds, exchanges & account issues • 📩 Email, live chat & phone support (inbound and outbound) • 💳 Disputes & chargebacks: preparing clear evidence using order details, tracking and delivery information • 📦 Order management, shipping coordination & supplier communication • 🔧 Ticket triage, escalation & complaint resolution • 📊 Store/admin support, data entry, reporting & customer feedback tracking • ⚙️ Support workflows, templates & process improvements to improve efficiency and response times • 🤖 AI-assisted workflows using tools such as ChatGPT to improve productivity and response quality 🌟 Client Testimonials & Experience Highlights “She transformed our customer support from reactive to proactive. Our response times dropped, and customer satisfaction skyrocketed.” “Professional, calm under pressure, and excellent at handling tough customer situations. A true asset to any support team.” “We saw a 30% boost in positive feedback within weeks of hiring her. She truly cares about the customer experience.” 🧠 Skills, Experience & Tools E-commerce: Shopify | Order Management | Returns & Refunds | Customer Retention | Customer Experience Support & Helpdesk: Zendesk | Gorgias | Freshdesk | Intercom | HubSpot | Zoho CRM Communication: Email Support | Live Chat | Phone Support | Aircall | RingCentral Operations: Ticket Management | Administrative Support | Product Knowledge | Workflow Improvement | Reporting Productivity: Google Workspace | Slack | Trello | Asana | Monday | Zoom 🚀 Why Clients Choose Me I don't just respond to customers, I look for ways to make the entire support operation work better. I focus on first-contact resolution, fast and accurate communication, consistent brand voice, and proactive problem-solving while protecting the customer experience and the business. Whether you need someone to manage your Shopify customer support, orders and returns, helpdesk tickets, disputes, or day-to-day e-commerce operations, I’m ready to step in and take ownership. 🤝 Let’s Get Started! Have a support backlog, growing customer volume, or an e-commerce operation that needs more structure? Send me a message and let's talk about what you need.