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.

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

What we Offer:

  • Opportunities for growth and advancement
  • HMO- Maxicare

Work Hours:

  • Full-time, PST business hours, Remote
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