Customer Support Agent (E-commerce)

I am looking for a freelance customer support agent to help me manage email-based customer service for a cross-border e-commerce brand. This role is execution-focused and requires fast, reliable response times as a top priority. The ideal candidate must have fluent written English, hands-on experience with Shopify, pre-orders, and international shipping support, and be able to follow SOPs and response templates strictly without improvisation. You will be responsible for responding to customer emails, handling shipping inquiries, delivery delays, and basic after-sales support, while escalating chargebacks and complex cases according to internal guidelines, with no independent decision-making on refunds or compensation. Calmness, patience, strong attention to detail, and consistency under pressure are essential, as accuracy must be maintained even when response speed is critical.