Job Overview
Posted – 17/06/2026
Jolly Express is seeking a dedicated, customer-focused, and detail-oriented Customer Support Agent to join our growing eCommerce team. The ideal candidate will be responsible for assisting customers with inquiries, resolving issues, processing orders, and ensuring an exceptional shopping experience across our online platforms.
As a Customer Support Agent at Jolly Express, you will play an important role in building customer trust, improving satisfaction, and representing our brand professionally through every interaction.
Responsibilities
- Respond promptly and professionally to customer inquiries via email, live chat, social media, and phone calls.
- Assist customers with product information, order tracking, payment issues, shipping updates, returns, exchanges, and general support requests.
- Maintain a positive and professional attitude while handling customer concerns and complaints.
- Resolve customer issues efficiently and escalate complex cases when necessary.
- Process and monitor customer orders to ensure smooth fulfillment and delivery experiences.
- Collaborate with the operations and marketing teams to improve customer experience and identify recurring customer concerns.
- Ensure compliance with company customer service standards and operational procedures.
- Support customer retention by creating positive shopping experiences that encourage repeat purchases and customer loyalty.
Qualifications
- Education: High school diploma or equivalent is required; Additional certification or degree in Business Administration, Customer Service, Communications, or related fields is an advantage.
- Experience: 1–3 years of experience in customer support, customer service, or eCommerce support roles preferred.
- Technical Skills: Familiarity with CRM software, Shopify, email management systems, and Microsoft Office tools (Word, Excel, Outlook).
- Basic understanding of eCommerce operations and online order management.
- Communication Skills: Ability to communicate clearly, professionally, and courteously with customers.
- Problem-Solving Skills: Strong problem-solving abilities with a customer-first mindset.
- Interpersonal Skills: Friendly, patient, and approachable personality with strong relationship-building skills.
- Organizational Skills: Strong attention to detail and ability to manage multiple customer conversations and tasks simultaneously..
Location: Jolly Express, 456 Oak Road, Manchester, UK.
Employment Type: Remote, Full-Time
Salary Range: $25,000 – $45,000 per annum
If you are passionate about customer service and enjoy helping customers have a smooth shopping experience, we encourage you to apply and become part of the Jolly Express team.