Customer Experience Agent

Job Title: Customer Experience Agent Reporting To: Customer Experience Lead Job Summary The Customer Support Agent is in charge of responding to all inquiries and correspondence we receive from customers across multiple touchpoints – this includes phone, chat, and email. This role is in charge of resolving customer complaints, processing refunds and replacements when needed and providing the best possible customer service to anyone who tries to contact us through the proper channels. Duties & Responsibilities: Customer Interaction Across Channels: Respond promptly and professionally to customer inquiries via phone, chat, reviews, email, and platform-specific messaging (Amazon, Walmart, Macy's, TikTok, Shopify). Use approved canned responses where applicable, while also providing personalized support as needed. Manage Address, Fraud, and Operator Holds following the processes outlined in the SOP. Manage orders by creating, editing, and canceling where appropriate. Maintain a helpful, courteous, and professional tone in all interactions to uphold brand reputation. Order Inquiries on TikTok and Shopify: Respond to customer inquiries regarding order status, shipping updates, and delivery concerns. Investigate and resolve any issues related to lost, delayed, or incorrect orders. Escalate technical or complex issues to the Customer Support Lead when necessary. Refund and Return Requests on TikTok: Manage and resolve refund and return requests from customers on TikTok. Use the p