Natasha Bwalya
@natashabwalya
Remote Customer Support Specialist for Shopify stores, resolving customer tickets and reducing WISMO tickets by 30%.
ZambiaWhat I'm looking for
As a Freelance Remote E-commerce Support Specialist, I resolve customer tickets for Shopify stores, including order issues and refund requests. I’ve maintained a 4.9/5 CSAT by writing empathetic, solution-focused replies from scratch.
I manage refunds, exchanges, and reshipments according to policy, and track orders with couriers to proactively update customers. I also handle phone and email escalations, taking ownership through resolution.
Experience
Work history, roles, and key accomplishments
Remote E-commerce Support Specialist
Freelance
Jan 2026 - Present (9 months)
Resolved 50+ customer tickets per week for Shopify stores, handling order issues, refunds, and escalations. Maintained a 4.9/5 CSAT and reduced WISMO tickets by 30% through proactive order tracking and empathetic communication.
Education
Degrees, certifications, and relevant coursework
Natasha hasn't added their education
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Availability
Location
ZambiaAuthorized to work in
Salary expectations
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