Title: Customer Service Specialist (Ecommerce) Job Type: Full-Time, Remote Timings: 9 PM - 4 AM (Pakistan Standard Time) Overview: We’re looking for a customer-focused Customer Service Specialist who can not only handle day-to-day support, but also help us implement AI tools to streamline and improve customer experience. This role combines hands-on support with process improvement and automation. Key Responsibilities: • Respond to customer inquiries via email, phone, and chat • Assist with orders, shipping, returns, and product questions • Manage shipments using ShipStation • Troubleshoot delivery issues and order errors • Process refunds, replacements, and updates • Answer reviews AI & Automation (Key Part of Role) • Identify repetitive customer questions and patterns • Help implement AI tools and automation to handle FAQs (order status, shipping, returns, etc.) • Create and refine response templates and knowledge base content • Train and improve AI responses to match brand voice • Monitor performance and suggest improvements to reduce support volume Requirements: • 1–3 years of eCommerce customer service experience • Must be proficient in ShipStationStrong written and verbal communication skills • Comfortable handling both calls and high-volume email support • Interest or experience in AI tools, automation, or process improvement