Order Support Agent

"Where's my order?" answered instantly, every time — with live tracking, proactive updates, and returns handled before frustration sets in.

Role Overview

The Order Support Agent handles the flood of post-purchase questions that overwhelm e-commerce support. It answers "where is my order" with live tracking, sends proactive updates when something changes, handles returns and refund status, and answers product and policy questions — resolving the vast majority instantly and only escalating the genuinely complex cases.

Responsibilities

• Monitors connected channels for order and support enquiries, 24/7
• Answers "where is my order" instantly by pulling live tracking and shipment status
• Sends proactive updates when an order ships, is out for delivery, or is delayed — before the customer has to ask
• Handles "where is my refund" and keeps customers informed through the returns process
• Initiates and processes returns and exchanges according to your policies
• Answers product, sizing, shipping, and policy questions from your knowledge base
• Detects frustration and sensitive situations, and handles them with care
• Escalates damaged items, wrong items, and genuinely complex cases to a human — with full order and conversation context attached
• Keeps every interaction logged in your system automatically
• Escalates only the genuine edge cases it should never decide alone — with full context attached

Connects & Integrates With