Customer Care & Order Support Specialist

About the Role

We are seeking a Customer Care & Order Support Specialist for All Silver Gifts & Krysaliis, premium silver gifting brands serving customers in the United States. You will manage end-to-end customer support, including calls, emails, order inquiries, complaints, personalized orders, returns, refunds, and delivery issues. This is not a high-volume call center role; it requires independent workload management, proactive follow-up, and complete ownership of customer concerns.

Key Responsibilities

• Customer Communication & Support
• Handle inbound and outbound customer calls, emails, voicemails, website inquiries, and social media messages.
• Respond to inquiries about products, materials, engraving, packaging, orders, and shipping.
• Assist customers with gift selection and provide product/delivery information.
• Maintain consistent, personalized communication and use approved response templates.
• Complete promised callbacks and proactively follow up on unresolved inquiries.
• Customer Support Ticket Management
• Create and manage support tickets for complaints, returns, and inquiries.
• Accurately document customer details, order numbers, issues, and requested resolutions.
• Prioritize tickets and ensure every unresolved case has a designated owner and follow-up deadline.
• Track pending, duplicate, and overdue tickets.
• Order Management & Delivery Coordination
• Monitor order payments, production, fulfillment, dispatch, and shipment tracking.
• Coordinate with warehouses, suppliers, production teams, and shipping partners to resolve issues.
• Handle address changes, cancellations, and personalization modifications.
• Investigate delayed, missing, or damaged shipments.
• Initiate carrier investigations and claims.
• Proactively notify customers about known delays.
• Engraving & Personalized Order Support
• Understand and explain engraving styles, placement, character limits, and monogram formats.
• Review customer instructions and production records for personalization disputes.
• Clarify incomplete or unclear engraving instructions.
• Coordinate proof approvals and communicate changes to production.
• Complaint Handling & Service Recovery
• Manage customer complaints with empathy and a solution-oriented approach.
• Investigate issues using customer communications, order history, and other relevant data.
• Apply approved complaint-resolution guidelines fairly.
• Offer authorized remedies, including corrections, replacements, returns, or remakes.
• Escalate disputed workmanship, high-value remedies, or exceptions requiring management approval.
• Returns, Refunds & Replacements
• Review return and refund requests against brand policy and personalization status.
• Differentiate between damaged/defective items and change-of-mind requests.
• Provide authorized return instructions and shipping labels where applicable.
• Process approved refunds or coordinate replacements.
• Customer Reviews & Brand Reputation
• Monitor customer review platforms.
• Respond professionally to negative reviews, with initial management approval.
• Protect customer privacy and keep personal information out of public replies.
• Product Knowledge & Process Improvement
• Develop strong product knowledge across both brands.
• Maintain accurate information about product care, policies, and deadlines.
• Identify missing product details or confusing website content.
• Reporting & Business Owner Coordination
• Work directly with the business owner on customer escalations and operational concerns.
• Review overnight inquiries, urgent orders, and unresolved complaints.
• Prepare concise weekly performance reports.

Requirements & Tech Stack

• Experience: 0–2 years of experience in customer support, international voice processes, e-commerce customer service, or retail support.
• Communication: Exceptional spoken and written English communication skills (10/10), with clear pronunciation, excellent grammar, fluency, and strong listening comprehension.
• Customer Interaction: Confidence communicating directly with US-based customers over calls and emails.
• Skills:
• Strong customer empathy, patience, and professionalism.
• Excellent problem-solving skills.
• Strong organizational skills and attention to detail.
• Ability to work independently and prioritize workloads.
• Basic proficiency with spreadsheets, email, web applications, and customer management systems.
• Ability to learn product specifications and workflows quickly.
• Certifications: IELTS certification is mandatory (preferred overall band of 7.0+, Speaking score of 7.5+).
• Work Environment:
• Willingness to work assigned US Eastern Time shifts, including scheduled weekends.
• Reliable internet connectivity and a quiet, professional remote working environment.
• Nice-to-Haves:
• Previous experience in a US international voice or blended voice/email support process.
• Hands-on experience with Shopify or similar e-commerce platforms.
• Familiarity with ticketing systems like Zendesk, Gorgias, Freshdesk, Zoho Desk.
• Experience handling order tracking, shipping disputes, returns, refunds, and complaints.
• Exposure to US retail, D2C e-commerce, luxury gifting, or personalized products.

Working Hours & Expectations

• Coverage Windows:
• Monday–Friday: 8:00 AM–8:00 PM US Eastern Time
• Saturday–Sunday: 10:00 AM–5:00 PM US Eastern Time
• Assigned shifts within these windows, including weekend availability.
• Use quieter periods productively for ticket clearing, follow-up, and record maintenance.
• Flexibility during holiday seasons and increased customer activity is important.
• Performance Expectations:
• Initial human response within four business hours.
• Communication of findings or next step within one business day.
• Daily updates on unresolved complaints.
• On-time callbacks.
• Complete ticket records with owner, next action, and follow-up deadline.
• Escalate urgent complaints and time-sensitive orders promptly.
• Communicate realistic resolution timelines.

Decision-Making & Escalation Authority

• Independent handling of routine inquiries, order updates, tracking requests, standard returns, production coordination, and approved goodwill remedies.
• Matters requiring business owner or manager approval include: exceptions on personalized products, disputed engraving quality, refunds/replacements/discounts above authorized limits, high-value remakes, chargebacks, legal correspondence, and sensitive public responses.

Initial Training & Onboarding

• Complete product and policy training for both brands.
• Learn engraving options and personalization workflows.
• Receive training on Shopify, the designated helpdesk, and warehouse communication processes.
• Review unresolved complaints and practice common scenarios.
• Submit sensitive customer responses for review until independent handling is approved.

Interview Process

• Round 1: HR Screening & English Communication Assessment.
• Round 2: Final Interview with Anisha / Business Owner.

Why Work With All Silver Gifts & Krysaliis?

• Hands-on exposure to US e-commerce operations and premium personalized gifting.
• Direct access to the business owner and responsibility across the complete customer support lifecycle.
• Develop practical experience in customer relationship management, order fulfillment, complaint resolution, and service recovery.
• Build strong international communication skills and contribute directly to customer satisfaction.

About All Silver Gifts & Krysaliis

• All Silver Gifts: Washington-state-based retailer specializing in premium sterling silver gifts and personalized keepsakes for customers across the United States.
• Krysaliis: Founded in 2010, specializing in sterling silver and silver-plated gifts, personalized keepsakes, and gifting products.
• Both brands are committed to delivering memorable gifting experiences supported by quality products, attention to detail, and dependable customer service.

Our Customer Service Philosophy

• Take Ownership
• Communicate With Clarity
• Lead With Empathy
• Demonstrate Integrity
• Stay Proactive
• Continuously Improve