Position: Customer Service Representative
Location: Remote (Supporting US-based eCommerce Brands)
Job Type: Full Time, 6 days a week
Timings: 9 pm - 4 am, Pakistan Standard Time
About the Role
We are seeking a dedicated and proactive Customer Service Representative to join our team and support our US-based eCommerce clients. The ideal candidate will be passionate about delivering exceptional customer experiences, resolving inquiries efficiently, and contributing to the growth of the brands we represent.
Responsibilities
- Customer Interaction: Respond to customer inquiries via email, chat, and phone in a professional and timely manner.
- Order Management: Assist customers with order processing, tracking, and resolving order-related issues.
- Product Knowledge: Develop a deep understanding of the client’s products and services to provide accurate information and recommendations.
- Complaint Resolution: Address and resolve customer complaints or issues, escalating complex cases to the appropriate department when necessary.
- Support Efficiency: Maintain a high level of responsiveness and accuracy while meeting performance metrics such as response time, resolution time, and customer satisfaction.
- Feedback Collection: Gather customer feedback to identify trends and areas for improvement.
- Documentation: Log all customer interactions and actions taken in the CRM system to ensure proper follow-up and record-keeping.
- Policy Adherence: Ensure compliance with company policies, procedures, and customer service standards.
Experience:
Minimum 3-5 years of customer service experience, preferably in an eCommerce or retail environment.
Skills:
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution skills.
• Ability to handle multiple tasks efficiently and work in a fast-paced environment.
• Proficiency in CRM tools and eCommerce platforms (e.g., Shopify, Zendesk, Gorgias, etc.).
• Availability: Flexible to work US business hours, including weekends or holidays if needed.
• Education: High school diploma or equivalent (Bachelor’s degree preferred).
Key Competencies:
• Customer-focused mindset with a positive attitude.
• Attention to detail and organizational skills.
• Ability to work independently and as part of a team.
• Tech-savvy and quick learner of new tools and systems.
Why Join Us?
• Opportunity to work with dynamic eCommerce brands.
• Competitive compensation and benefits.
• Supportive and collaborative work environment.
• Room for growth and professional development.