Kayl

Dedicated and customer-focused E-commerce Support professional with experience in customer chat support, order management, email drafting, order updates, refunds, and customer queries. Experienced in checking order details through CMS and providing reliable product ETAs to ensure customers receive clear and timely assistance. Strong communication, multitasking, problem-solving, and conflict-resolution skills, with the ability to adapt tone and language according to customer needs.

E-COMMERCE CUSTOMER SUPPORT - Thwifty & GoShopRight - UAE

Start-up E-commerce Business

• Checked and verified customer order details through the CMS.
• Handled customer chats and provided professional assistance for customer queries.
• Drafted and managed customer service emails with clear and accurate information.
• Handled order updates and refund requests while keeping customers informed.
• Provided reliable ETAs for products to give customers accurate delivery expectations.
• Provided reliable assistance to customers regarding orders, products, and general queries.
• Adapted tone and language according to different customer needs and situations.
• Managed multiple chats simultaneously while maintaining speed and accuracy.
• Used de-escalation and conflict-resolution skills when handling difficult customer situations.

Intermediate (H.S.C.) - St. Patrick's College, Karachi

Matriculation (S.S.C.) - St. Peter and Paul's School, Karachi