Muhammad Faisal

Customer Support Agent

Liora Agency • Freelance

May 2026 - Present • 5 mos

Worked as a Customer Support Agent at Liora Agency, a backend operations partner managing customer service for multiple 6-7 figure e-commerce and dropshipping brands. Responsibilities included: Handling customer inquiries, complaints, and disputes across multiple Shopify stores via Gorgias and Gmail Processing refunds, replacements, and returns in accordance with store-specific SOPs Managing order issues including lost parcels, wrong items, damaged goods, and shipping delays Logging and tracking all cases using Google Sheets (CS Issue Sheet, Refund & Replacement Sheet) Communicating with China-based suppliers regarding order issues and replacements Maintaining SLA compliance — 6-hour first response time, 24-hour resolution time Proactively monitoring orders via Parcel Panel to identify and resolve delivery issues before customers report them Supporting chargeback prevention by resolving disputes before escalation Stores managed: Comfort Step (UK footwear), Vincent Vision (US eyewear), Franklin Frames (US eyewear) Tools used: Gorgias, Shopify, Google Sheets, Slack, Apploye, Parcel Panel