Raqeem Irfan

I am an ecommerce customer support representative with 4–5 years of hands-on experience supporting international Shopify brands via email, chat and phone. I focus on resolving order issues, processing refunds and exchanges, and protecting merchant interests during disputes.

I work proficiently inside Shopify admin and use Freshdesk and Re:amaze to manage tickets, prioritize requests, and maintain fast first-response and resolution times. I create and refine canned responses to improve consistency and reduce reply time.

I have handled chargebacks and disputes by collecting evidence such as proof of delivery, order history and communication logs to support merchants. I stay calm under pressure, de-escalate upset customers, and apply policy-based judgment to balance customer satisfaction and business protection.

I collaborate effectively with remote teams using Google Workspace and other online tools, adapt to shift-based schedules and different time zones, and communicate clearly in English while also speaking Urdu and Punjabi natively.