Abdul Waheed

E-commerce Customer Support for Shopify Galvier Brands

Shopify • Freelance

Jul 2025 - Dec 2025 • 5 mos

E-commerce Customer Support Specialist | Shopify Brands As an E-commerce Customer Support Specialist, I provided exceptional customer service for Shopify-based direct-to-consumer (DTC) brands, ensuring every customer received timely, professional, and personalized support. My primary responsibility was to manage customer interactions across multiple channels, including email, live chat, social media, and contact forms while maintaining high customer satisfaction and meeting strict response time targets. I handled a wide range of customer inquiries, including order tracking, shipping delays, address changes, cancellations, refunds, exchanges, replacements, subscription management, payment issues, and product-related questions. Using Shopify, I efficiently reviewed customer orders, updated order details, processed refunds, created replacement orders, canceled orders when required, and ensured accurate order management throughout the customer journey. I worked extensively with customer support platforms such as Gorgias, Zendesk, Freshdesk, and Re:amaze to manage support tickets, prioritize urgent cases, and maintain organized workflows. I consistently followed company SOPs while adapting responses to each customer's situation, ensuring every interaction felt genuine and solution-focused. Key responsibilities included: Managing customer support through email, live chat, and social media Processing refunds, exchanges, cancellations, and replacement orders Resolving shipping, delivery, and order fulfillment issues Handling Shopify order management and customer account updates Managing chargebacks and payment disputes Working with Gorgias, Zendesk, Freshdesk, and Re:amaze Following SOPs and maintaining high CSAT and fast response times Collaborating with suppliers and logistics teams Using AI tools to improve response quality and productivity Delivering a professional, empathetic, and customer-focused support experience.