Danial Shahzad

Customer Service Representative

Self Employed • Freelance

Nov 2021 - Present • 4 yrs 11 mos

**Customer Service Representative | Shopify & E-commerce** Provided professional customer support for Shopify and E-commerce brands through Email and Live Chat. Managed customer inquiries, orders, shipping updates, returns, refunds, exchanges, cancellations, complaints, and chargeback-related issues while maintaining a professional and customer-focused approach. Experienced in Shopify order management, shipment tracking, customer follow-ups, and resolving delivery or product-related concerns. Used support platforms including Zendesk, Gorgias, Freshdesk, Re:amaze, Richpanel, Help Scout, Zoho CRM, Trengo, and eDesk to manage tickets efficiently and maintain accurate customer records. Handled shipment tracking through 17TRACK and major carriers including USPS, UPS, DHL, FedEx, YunExpress, and PostNL. Communicated clearly with customers regarding order status, delays, returns, refunds, and other concerns. Supported brands across Fashion, Beauty, Skincare, Health & Wellness, Home & Living, Jewelry, Gaming, Pet Products, Dropshipping, and DTC E-commerce. **Key Responsibilities:** • Email & Live Chat Support • Shopify Customer Support • Order Management & Processing • Order & Shipment Tracking • Returns, Refunds & Exchanges • Cancellations & Order Modifications • Complaint & Dispute Resolution • Chargeback Support • Customer Follow-ups • Helpdesk & Ticket Management • Product & Shipping Inquiries • Customer Retention & Satisfaction Focused on fast response times, accurate problem-solving, empathy, and professional communication to reduce support workload and deliver excellent customer experiences.