Ecommerce Customer Service Representative Job Description

Looking to hire a rockstar Ecommerce Customer Service Representative for your company? 
Read more about the role and use the job description template below to attract the best candidates. 

Role overview

The Ecommerce Customer Service Representative is the front-line position engaging with customers, providing top-notch assistance, resolving issues, managing orders, and ensuring a smooth purchasing experience. The ideal candidate possesses excellent communication skills, empathy to customers, technical abilities, and a passion for customers’ satisfaction. They should be a quick learner, detail-oriented, and able to work collaboratively in a team environment to achieve great results.

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Job description template

As an Ecommerce Customer Service Representative, you will be responsible for assisting customers with their online orders. You will need to have exceptional communication skills, both written and verbal, and be able to provide solutions to customer inquiries in a timely manner. In this role, you will also need to be able to navigate various ecommerce platforms and work closely with the marketing and sales teams to ensure customer satisfaction. If you have a passion for customer service and enjoy working in a fast-paced environment, then this job may be the perfect fit for you.


  • Respond to customer inquiries and resolve their issues via email, phone, or chat.
  • Assist customers with placing orders, tracking shipments, and processing returns.
  • Provide product information and recommendations to customers.
  • Collaborate with other departments, such as shipping and billing, to ensure timely and accurate order fulfillment.
  • Maintain accurate records of customer interactions and transactions.
  • Identify and escalate complex issues to senior representatives or supervisors.
  • Stay up to date with product knowledge and industry trends to provide excellent customer service.
  • Meet and exceed customer satisfaction goals and performance metrics.
  • Continuously improve customer service processes and procedures.


  • Prior Ecommerce Customer Service experience
  • Excellent phone/email communication skills
  • Ability to handle high volume customer interactions
  • Strong problem-solving and decision-making abilities
  • Effective time management skills
  • Ability to multitask and prioritize tasks
  • Detail-oriented and accurate data entry
  • Experience with CRM and ticketing systems
  • Familiarity with Ecommerce platforms and order workflows
  • Flexible availability including weekends and holidays

Frequently asked questions

What exactly does an Ecommerce Customer Service Representative do?

An Ecommerce Customer Service Representative is responsible for handling customer inquiries and concerns related to online purchases. They provide assistance with order tracking, product information, and warranty claims. They may also troubleshoot technical issues and process returns or exchanges. For example, an Ecommerce Customer Service Representative may assist a customer with tracking their package and providing updates on its delivery status. They may also assist a customer with returning a defective product and processing a refund. Overall, Ecommerce Customer Service Representatives play a critical role in ensuring a positive customer experience for online shoppers.

What are the essential skills for a top-notch Ecommerce Customer Service Representative?

Communication: Clear and concise verbal and written communication skills.

Problem-solving: Ability to resolve customer issues with effective solutions.

Patience: Capacity to remain calm and empathetic in difficult situations.

Product Knowledge: Familiarity with the company's products and services.

Organization: Ability to manage multiple tasks and prioritize effectively.

Attention to Detail: Ability to identify customer needs and provide accurate information.

Time Management: Ability to meet deadlines and respond quickly to customer inquiries.

Adaptability: Ability to adjust to changing customer demands and company policies.

Positive Attitude: Display a positive and enthusiastic attitude towards customers.

Teamwork: Ability to collaborate with other departments to solve customer problems.

How to write an engaging job description for the Ecommerce Customer Service Representative role?

To attract qualified candidates for an Ecommerce Customer Service Representative position, it's important to craft a clear and engaging job description. Highlight the key responsibilities, required skills, and any specific industry experience. Use descriptive language to paint a picture of the role and workplace culture, and be sure to include information about any unique benefits or perks of the position.

Who does an Ecommerce Customer Service Representative work with on daily basis?

A person with an Ecommerce Customer Service Representative role works on a daily basis with various individuals and teams within an organization. They typically belong to the customer service or support department. In their day-to-day work, they interact with customers, assist with their inquiries, and coordinate with other departments such as sales, marketing, logistics, and technical support to ensure a seamless customer experience. They usually report to a team leader, supervisor, or manager in the customer service department.

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Ecommerce Customer Service Representative?

Beyond job description: verify candidates' skills for the Ecommerce Customer Service Representative role with Heroify assessments

Smart questions created by experts

Our questions are designed to assess candidates' actual skills in real-world business situations. We don't quiz on definitions or irrelevant facts that can be found easily online. Additionally, all questions are evaluated by experts with diverse experience and regularly updated, ensuring they measure precisely what you need.

Assessments tailored to your specific needs

At Heroify, we don't use pre-made assessments. Instead, we customize each assessment to meet your specific needs. We analyze your job offer to identify the skills that should be tested and include a diverse set of questions to ensure that the assessment is not only effective, but also captivating for candidates.

Scientifically-validated tools and methods

We work with psychometricians, work psychologists, and experts in artificial intelligence to ensure the maximum effectiveness, reliability, and objectivity of our assessments.

Advanced anti-cheating methods

We ensure that all candidates have equal opportunities to showcase their skills by using modern and user-friendly anti-cheating methods. The integrity and honesty of the results are guaranteed by measures such as question copying prevention and alerts that inform of window switching, among others techniques.

Create a customized Ecommerce Customer Service Representative skills assessment in just 5 minutes!

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