Whatnot:

@36samplesale | @36samplesale_home | @36samplesale_active

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@36samplesale_fashion | @36samplesale_home Job Description The Customer Service Specialist is responsible for delivering timely, accurate, and thoughtful support throughout the customer journey, from pre-purchase questions to order issues and after-sales resolution. This role serves as a key point of contact for customers and works closely with internal teams to ensure issues are resolved efficiently and consistently. The ideal candidate is patient, customer-focused, detail-oriented, and comfortable managing multiple conversations and cases in a fast-paced e-commerce environment. Prior experience with livestream or e-commerce platforms is a plus, but not required.

Please note:

This position does not provide H1B sponsorship. Key Responsibilities 1.Customer Support & Case Resolution

Handle customer inquiries across supported channels in a timely, professional, and friendly manner.
Assist customers with product questions, order status, shipping concerns, payment-related questions, and general account or purchase inquiries.
Own customer cases from initial contact through resolution, ensuring clear follow-up and accurate documentation.
De-escalate concerns calmly and professionally while maintaining a consistent and customer-friendly brand tone.
Use sound judgment and empathy to provide practical solutions within company policies and service standards. 2. After-Sales & Order Support
Manage return, exchange, refund, and reshipment requests, including required documentation and status updates.
Coordinate reshipments and replacement orders with warehouse and fulfillment teams.
Track return-to-inventory cases and ensure related system records are updated accurately.
Monitor open after-sales cases, follow up on unresolved issues, and maintain complete case records.
Track shipment and delivery status with internal teams, suppliers, or logistics partners when needed and communicate timely updates to customers. 3. Customer Experience & Feedback
Proactively identify recurring customer pain points and flag patterns that may affect the overall customer experience.
Collect and organize customer feedback in a structured way to support process, product, and service improvements.
Help maintain customer service templates, FAQs, and internal reference materials to improve response quality and consistency. 4. Cross-Team Communication & Coordination
Work closely with warehouse, fulfillment, procurement, livestream, and other internal teams to resolve customer issues efficiently.
Communicate clearly in time-sensitive situations and provide accurate context when escalating cases to the appropriate team.
Follow through on cross-functional action items and ensure customers receive final resolution rather than partial updates.
Support continuous improvement by sharing operational insights and recurring service issues with relevant stakeholders. Job Requirements
High school diploma or equivalent required.
Customer-oriented, friendly, patient, and professional, with strong written and verbal communication skills.
Able to read, understand, and respond appropriately to customer messages with sound judgment and empathy.
Detail-oriented, proactive, and accountable, with a strong sense of ownership and follow-through.
Comfortable managing multiple customer cases and priorities in a fast-paced environment.
Strong team player who communicates clearly and collaborates well across functions.
Adaptable and willing to support additional customer-service or operational responsibilities when needed.
Familiarity with e-commerce or livestream platforms such as Whatnot, TikTok, Shopify, or similar platforms is a plus.
Experience in customer service, e-commerce support, retail, hospitality, or another customer-facing role is preferred.
Willingness to work flexible hours based on business and customer-support needs.
Motivated to grow into higher-responsibility roles through demonstrated performance. Compensation & Benefits

Employment Type:

Full-time

Schedule:

Monday through Friday

Compensation:

$20.00 per hour

Pay:

From $20.00 per hour

Benefits:

Employee discount

Work Location:

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