Customer Support Executive - Email Chat Support

Department: eCommerce Back-Office Support
Company: Utopia Deals
Location: On-site (as applicable)
Shift: Morning
Employment Type: Full-Time

About Utopia Deals

Utopia Deals is a fast-growing eCommerce brand dedicated to delivering high-quality products and exceptional customer experiences. We pride ourselves on efficiency, innovation, and outstanding service. We are seeking a detail-oriented and customer-focused Email & Chat Support Representative to join our back-office support operations team.

Position Overview

The Email & Chat Support Representative will handle customer inquiries, order issues, and product questions through email and live chat. This role requires strong written communication skills, attention to detail, and the ability to provide fast, accurate, and friendly customer support. You will collaborate closely with internal teams to resolve customer concerns and ensure seamless post-purchase experiences.

Key ResponsibilitiesCustomer Support & Communication

• Respond promptly to customer inquiries via email and chat with professionalism, empathy, and accuracy.
• Handle order-related concerns such as tracking updates, cancellations, returns, and refunds.
• Provide product information, troubleshooting assistance, and general support.
• Maintain a positive, customer-first tone in all interactions.

Back-Office eCommerce Operations

• Process returns, replacements, and escalation requests in accordance with company policies.
• Coordinate with warehouse, fulfillment, and logistics teams to resolve delivery issues.
• Update customer records, orders, and case notes in CRM and eCommerce systems.
• Monitor and escalate operational challenges like shipment delays or product availability issues.

Quality, Compliance & Efficiency

• Follow standard operating procedures (SOPs) and quality guidelines.
• Meet performance targets including response time, customer satisfaction, and resolution rate.
• Identify recurring issues and provide feedback for process improvements.
• Ensure compliance with company policies, privacy standards, and platform rules (Amazon, Shopify, Walmart, etc., if applicable).

Required Qualifications

• Proven experience in customer support, preferably in eCommerce or online retail.
• Excellent written communication skills with strong grammar and clarity.
• Ability to multitask and manage multiple conversations simultaneously.
• Familiarity with eCommerce platforms (Shopify, Amazon Seller Central, Walmart Seller Center, etc.) is a plus.
• Experience using CRM or helpdesk tools (Zendesk, Gorgias, Freshdesk, HubSpot).
• Strong problem-solving skills and a calm, customer-centric mindset.
• Ability to work independently and as part of a collaborative support team.

Preferred Skills

• Knowledge of order management workflows and fulfillment processes.
• Experience in remote customer support roles.
• Ability to adapt quickly to new tools, systems, and processes.
• Basic Excel or Google Sheets skills for reporting.

What We Offer

• Competitive salary and performance incentives
• Opportunities for career growth in a rapidly expanding company
• Supportive team environment
• Training and development programs
• Flexible work setup (based on company policy)

Share your resumes at ahmed.mazhar@utopiadeals.com CC: maham.khalil@utopiadeals.com

Job Type: Full-time

Work Location: In person