Job Description

Junior CS Agents handle inbound customer emails and tickets related to orders, shipping, and general support. This role is focused on delivering fast, accurate responses while following established processes and standard operating procedures.

As the first point of contact between the customer and the brand, Junior CS Agents play a critical role in delivering a positive customer experience.

Core Responsibilities

• Respond to customer emails and tickets in a clear, professional, and empathetic tone
• Handle pre-order and post-order inquiries
• Provide order status updates and shipping information
• Resolve basic order issues, including missing items, address corrections, delays, returns, and 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

• Minimum of 1 year of experience in customer support for e-commerce or apparel brands
• Familiarity with order management systems such as Shopify or similar platforms
• Strong written communication skills with excellent grammar and attention to detail
• Ability to follow standard operating procedures (SOPs) accurately and consistently
• Comfortable working in a high-volume ticket environment
• Experience using customer support platforms such as Gorgias, Zendesk, or similar tools is preferred
• Experience supporting e-commerce brands operating on social commerce platforms is an advantage
• Prior experience with TikTok Shop, including order management, customer inquiries, returns, and disputes, is highly preferred

Success Metrics

• SLA adherence
• Ticket resolution accuracy
• Low re-open and escalation error rates
• Clear and consistent customer communication

Working Conditions

• Must be willing to work onsite
• Shifting schedule with two consecutive days off per week
• Nightshift