Customer Service Representative – Non-Voice

Job Description:

  • Support the client's e-commerce operations and help ensure continuous 24/7 service availability
  • Respond exclusively through written communication via email and live chat
  • Deliver efficient, high-quality customer assistance with a target response window of 5 to 10 minutes
  • Thoroughly document customer inquiries and issues
  • Escalate inquiries internally to the appropriate departments for rapid resolution
  • Monitor and manage incoming customer tickets
  • Provide accurate information and resolve customer concerns whenever possible
  • Coordinate internal follow-ups for warehouse or camera checks
  • Maintain accurate records of customer interactions and reported issues
  • Follow established processes and track customer concerns until resolved
  • Provide consistent support across assigned shifts to maintain 24/7 coverage

Requirements:

  • 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
  • Ability to handle multiple customer conversations or tickets simultaneously
  • Strong problem-solving and critical-thinking skills
  • Ability to work independently in a remote environment
  • Willingness to work assigned shifts as part of a 24/7 support schedule
  • 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:

  • Opportunities for growth and advancement
  • HMO- Maxicare
  • Full-time, PST business hours, Remote
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