Role Overview
Junior CS Agents handle inbound customer emails and tickets related to orders, shipping, and general support. This role is focused on fast, accurate responses and following established processes.
You are the first point of contact between the customer and the brand.
Core Responsibilities
- Respond to customer emails and tickets in a clear, professional tone
- Handle pre-order and post-order inquiries
- Provide order status updates and shipping information
- Resolve basic order issues (missing items, address corrections, delays, returns, exchanges)
- Escalate complex issues, fraud concerns, or policy exceptions to senior agents
- Update tickets accurately and follow internal workflows
- Maintain response time and quality standards
Required Skills & Experience
- Experience in customer support for e-commerce or apparel brands
- Familiarity with order management systems (Shopify or similar)
- Strong written communication skills
- High attention to detail
- Ability to follow SOPs exactly
- Comfortable working with high ticket volume
Success Metrics
- SLA adherence
- Ticket resolution accuracy
- Low re-open and escalation error rates
- Clear, consistent communication
