Customer Service Representative (Non-Voice)
Our client is seeking dedicated Customer Service Representatives to expand their e-commerce support operations and ensure continuous 24/7 service availability.
This position focuses exclusively on written communication via email and live chat platforms. The primary objective is to deliver efficient, high-quality assistance, significantly decreasing response durations to a target window of 5 to 10 minutes.
Responsibilities include the thorough documentation and internal escalation of inquiries to facilitate rapid resolution by the appropriate departments.
Requirements
Key Responsibilities
- Respond to customer inquiries through live chat and email
- Handle customer questions, concerns, and support requests in a timely and professional manner
- Monitor and manage incoming customer tickets
- Provide accurate information and resolve customer concerns whenever possible
- Escalate issues that require assistance from other teams
- Log and document customer issues and operational concerns in Slack and Monday.com
- Coordinate internal follow-ups for issues such as warehouse or camera checks
- Maintain accurate records of customer interactions and reported issues
- Follow established processes and ensure customer concerns are properly tracked until resolved
- Provide consistent support across assigned shifts to maintain 24/7 customer coverage
Qualifications and Experience
- Previous experience in customer service, chat support, email support, or a similar role
- Excellent written English and strong written communication skills
- Strong attention to detail and accuracy
- Ability to respond quickly while maintaining quality and professionalism
- Comfortable handling multiple customer conversations or tickets at the same time
- Strong problem-solving and critical-thinking skills
- Able to work independently in a remote environment
- Willingness to work assigned shifts as part of a 24/7 support schedule
Preferred Qualifications
- E-commerce customer service experience is highly preferred
- Experience supporting customers through live chat and email
- Experience using ticketing or customer support platforms
- Familiarity with Slack and Monday.com
- Experience working in a fast-paced customer support environment
- Experience handling order-related or e-commerce concerns is a strong advantage
Benefits
What we Offer:
- Opportunities for growth and advancement
- HMO- Maxicare
Work Hours:
- Full-time, PST business hours, Remote