Customer Service Representative, Seasonal (November 2026 to January 2027)

Reshop is hiring a seasonal Customer Service Representative to support customers with returns, refunds, orders, and product questions during the holiday peak. The role resolves issues across digital channels, investigates complaints, meets service goals, and escalates complex cases when needed.

Responsibilities:

• Deliver excellent customer support across digital channels, mainly email and messaging in Zendesk, with occasional phone support
• Resolve returns, refunds and order questions accurately and efficiently, with a positive and empathetic approach
• Investigate and resolve customer complaints in line with Reshop's policies and regulatory obligations
• Work through a high-volume ticket queue while meeting quality, productivity and customer satisfaction goals
• Escalate complex issues to the Escalations team or Team Leader where required, and keep customers informed
• Adapt quickly as processes evolve during a busy peak period
• Contribute to a supportive, collaborative team culture

Requirements:

• 1+ year of customer support experience by email, chat or tickets
• Experience handling returns, refunds, exchanges or order issues for a retailer or ecommerce brand
• Hands-on experience with a ticketing platform
• Gorgias, Freshdesk, Gladly or Salesforce also welcome
• Excellent written communication: clear, warm and accurate, including when the answer is no
• Comfortable working through a high-volume queue with quality and productivity targets
• Strong attention to detail and the persistence to find solutions
• Reliable home internet and a quiet, private place to work
• Zendesk strongly preferred
• experience with payments, chargebacks or fintech support