Remote Shopify Customer Support Specialist

We are a China-based e-commerce team looking for an experienced Remote Shopify Customer Support Specialist to manage customer support email s for our Shopify store.

The primary responsibility of this position is to respond to approximately 40–60 customer email s per day, handle after-sales issues, manage order-related requests, and assist with Shopify chargebacks and payment disputes.

This is a fully remote position. All communication, task assignments, daily reporting, training, and team coordination will be completed online. China and the Philippines are in the same time zone, making daily communication and collaboration convenient.

Key Responsibilities
--Respond to approximately 40–60 customer support email s per day.
--Review customer and order information in Shopify before responding.
--Handle general customer inquiries professionally and accurately.
--Assist customers with order status and tracking inquiries.
--Handle shipping delays, lost packages, and delivery problems.
--Process address changes, order modifications, and cancellations.
--Handle damaged, missing, incorrect, or defective product cases.
--Process returns, refunds, exchanges, and replacements according to company policies.
--Assist customers with product information, payment, billing, and checkout-related questions.
--Identify unusual, sensitive, or high-risk customer cases and escalate them to the manager when necessary.
--Handle Shopify chargebacks and payment disputes.
--Review chargeback reasons and deadlines.