Customer Service Representative (Ecommerce)
Salary undisclosed
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Position Type: Full Time
Location: Philippines (Remote)
Schedule: Mon-Fri, 9am - 6pm EST (potential work on weekends)
About The Company
Our client is a leading buyer of Made in USA e-commerce brands. They value quality over quantity, carefully selecting their brands in which they see a short and long term vision.
About The Role
We are seeking a dedicated and customer-focused Customer Service Representative to join our client’s dynamic team. The ideal candidate will act as the primary point of contact for their customers, providing timely, accurate, and empathetic support. This role is critical in maintaining high customer satisfaction levels, resolving inquiries efficiently, and ensuring a positive customer experience that reflects the company’s brands.
Responsibilities
Customer Support & Communication:
Customer Satisfaction Score (CSAT): > 90% Net Promoter Score (NPS): > 70 First Contact Resolution Rate: > 85% Average Response Time: Average Handle Time: Complaint Resolution Time: Upsells & Cross-sells: > 10 per month Ticket Escalation Rate: Email & Chat Response Rate: > 95%
What Success Looks Like
A successful Customer Service Representative is a proactive problem-solver who consistently delivers outstanding customer experiences. They maintain a Customer Satisfaction Score (CSAT) of over 90% and respond to all inquiries within two hours, ensuring a fast and effective resolution process. Their strong communication skills and product knowledge allow them to resolve over 85% of customer issues on first contact while fostering positive relationships that lead to high customer retention.
The ideal candidate not only meets but exceeds KPIs, demonstrating a commitment to continuous improvement, customer loyalty, and the growth of the company. Their ability to empathize with customers, think critically, and collaborate across teams ensures that every customer interaction reflects our brand values.
Competencies And Qualifications
We understand that searching for a new job can be challenging, and we’re here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible.
Typically, the interview process includes a Recruiter Interview, Client Interview, and Practical Test, but this may vary depending on the role. Throughout each stage, we’ll keep you informed and provide feedback as quickly as we can, ensuring you feel valued and supported throughout your journey with us.
Location: Philippines (Remote)
Schedule: Mon-Fri, 9am - 6pm EST (potential work on weekends)
About The Company
Our client is a leading buyer of Made in USA e-commerce brands. They value quality over quantity, carefully selecting their brands in which they see a short and long term vision.
About The Role
We are seeking a dedicated and customer-focused Customer Service Representative to join our client’s dynamic team. The ideal candidate will act as the primary point of contact for their customers, providing timely, accurate, and empathetic support. This role is critical in maintaining high customer satisfaction levels, resolving inquiries efficiently, and ensuring a positive customer experience that reflects the company’s brands.
Responsibilities
Customer Support & Communication:
- Respond to customer inquiries via email, chat, and social media in a professional and timely manner.
- Handle customer complaints and issues with empathy and efficiency, ensuring resolutions are delivered promptly.
- Conduct follow-ups to ensure complete customer satisfaction and foster long-term relationships.
- Manage customer returns and issue refunds in accordance with company policies.
- Create shipments for damaged or missing orders to ensure customers receive the correct products.
- Communicate with shipping carriers to investigate and resolve issues related to lost, delayed, or undelivered packages.
- Resolve customer concerns on the first contact whenever possible, aiming for a First Contact Resolution Rate of over 85%.
- Escalate complex cases to the appropriate departments when necessary, while maintaining responsibility for resolution follow-ups.
- Monitor customer feedback and work with internal teams to implement solutions that improve the customer experience.
- Implement AI tools to improve the customer support experience
- Maintain up-to-date knowledge of the company’s brands and products to effectively assist customers.
- Identify opportunities for upselling and cross-selling during customer interactions, aligning product suggestions with customer needs.
- Accurately log all customer interactions in the company’s CRM system.
- Track, report, and analyze key customer service metrics (CSAT, NPS, ticket resolution time, etc.) to drive continuous improvement.
- Participate in regular team meetings and provide insights to enhance overall customer service performance.
A successful Customer Service Representative is a proactive problem-solver who consistently delivers outstanding customer experiences. They maintain a Customer Satisfaction Score (CSAT) of over 90% and respond to all inquiries within two hours, ensuring a fast and effective resolution process. Their strong communication skills and product knowledge allow them to resolve over 85% of customer issues on first contact while fostering positive relationships that lead to high customer retention.
The ideal candidate not only meets but exceeds KPIs, demonstrating a commitment to continuous improvement, customer loyalty, and the growth of the company. Their ability to empathize with customers, think critically, and collaborate across teams ensures that every customer interaction reflects our brand values.
Competencies And Qualifications
- Minimum of 2 years of customer service experience in e-commerce
- Proficiency in Gorgias customer service platform and MS Office Suite
- Strong English written and verbal communication skills
- Ability to handle high-volume customer interactions with patience and professionalism
- Strong problem-solving skills and attention to detail
- Ability to work flexible hours, including weekends and holidays, as needed
- Experience with upselling and cross-selling is a plus
- Excellent communication and interpersonal skills
- High level of empathy and customer-centric mindset
- Strong time management and organizational skills
- Ability to work under pressure and meet deadlines
- Adaptability to new technologies and processes
- Team player with a proactive attitude
- Analytical thinker with a solution-oriented approach
We understand that searching for a new job can be challenging, and we’re here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible.
Typically, the interview process includes a Recruiter Interview, Client Interview, and Practical Test, but this may vary depending on the role. Throughout each stage, we’ll keep you informed and provide feedback as quickly as we can, ensuring you feel valued and supported throughout your journey with us.
Position Type: Full Time
Location: Philippines (Remote)
Schedule: Mon-Fri, 9am - 6pm EST (potential work on weekends)
About The Company
Our client is a leading buyer of Made in USA e-commerce brands. They value quality over quantity, carefully selecting their brands in which they see a short and long term vision.
About The Role
We are seeking a dedicated and customer-focused Customer Service Representative to join our client’s dynamic team. The ideal candidate will act as the primary point of contact for their customers, providing timely, accurate, and empathetic support. This role is critical in maintaining high customer satisfaction levels, resolving inquiries efficiently, and ensuring a positive customer experience that reflects the company’s brands.
Responsibilities
Customer Support & Communication:
Customer Satisfaction Score (CSAT): > 90% Net Promoter Score (NPS): > 70 First Contact Resolution Rate: > 85% Average Response Time: Average Handle Time: Complaint Resolution Time: Upsells & Cross-sells: > 10 per month Ticket Escalation Rate: Email & Chat Response Rate: > 95%
What Success Looks Like
A successful Customer Service Representative is a proactive problem-solver who consistently delivers outstanding customer experiences. They maintain a Customer Satisfaction Score (CSAT) of over 90% and respond to all inquiries within two hours, ensuring a fast and effective resolution process. Their strong communication skills and product knowledge allow them to resolve over 85% of customer issues on first contact while fostering positive relationships that lead to high customer retention.
The ideal candidate not only meets but exceeds KPIs, demonstrating a commitment to continuous improvement, customer loyalty, and the growth of the company. Their ability to empathize with customers, think critically, and collaborate across teams ensures that every customer interaction reflects our brand values.
Competencies And Qualifications
We understand that searching for a new job can be challenging, and we’re here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible.
Typically, the interview process includes a Recruiter Interview, Client Interview, and Practical Test, but this may vary depending on the role. Throughout each stage, we’ll keep you informed and provide feedback as quickly as we can, ensuring you feel valued and supported throughout your journey with us.
Location: Philippines (Remote)
Schedule: Mon-Fri, 9am - 6pm EST (potential work on weekends)
About The Company
Our client is a leading buyer of Made in USA e-commerce brands. They value quality over quantity, carefully selecting their brands in which they see a short and long term vision.
About The Role
We are seeking a dedicated and customer-focused Customer Service Representative to join our client’s dynamic team. The ideal candidate will act as the primary point of contact for their customers, providing timely, accurate, and empathetic support. This role is critical in maintaining high customer satisfaction levels, resolving inquiries efficiently, and ensuring a positive customer experience that reflects the company’s brands.
Responsibilities
Customer Support & Communication:
- Respond to customer inquiries via email, chat, and social media in a professional and timely manner.
- Handle customer complaints and issues with empathy and efficiency, ensuring resolutions are delivered promptly.
- Conduct follow-ups to ensure complete customer satisfaction and foster long-term relationships.
- Manage customer returns and issue refunds in accordance with company policies.
- Create shipments for damaged or missing orders to ensure customers receive the correct products.
- Communicate with shipping carriers to investigate and resolve issues related to lost, delayed, or undelivered packages.
- Resolve customer concerns on the first contact whenever possible, aiming for a First Contact Resolution Rate of over 85%.
- Escalate complex cases to the appropriate departments when necessary, while maintaining responsibility for resolution follow-ups.
- Monitor customer feedback and work with internal teams to implement solutions that improve the customer experience.
- Implement AI tools to improve the customer support experience
- Maintain up-to-date knowledge of the company’s brands and products to effectively assist customers.
- Identify opportunities for upselling and cross-selling during customer interactions, aligning product suggestions with customer needs.
- Accurately log all customer interactions in the company’s CRM system.
- Track, report, and analyze key customer service metrics (CSAT, NPS, ticket resolution time, etc.) to drive continuous improvement.
- Participate in regular team meetings and provide insights to enhance overall customer service performance.
A successful Customer Service Representative is a proactive problem-solver who consistently delivers outstanding customer experiences. They maintain a Customer Satisfaction Score (CSAT) of over 90% and respond to all inquiries within two hours, ensuring a fast and effective resolution process. Their strong communication skills and product knowledge allow them to resolve over 85% of customer issues on first contact while fostering positive relationships that lead to high customer retention.
The ideal candidate not only meets but exceeds KPIs, demonstrating a commitment to continuous improvement, customer loyalty, and the growth of the company. Their ability to empathize with customers, think critically, and collaborate across teams ensures that every customer interaction reflects our brand values.
Competencies And Qualifications
- Minimum of 2 years of customer service experience in e-commerce
- Proficiency in Gorgias customer service platform and MS Office Suite
- Strong English written and verbal communication skills
- Ability to handle high-volume customer interactions with patience and professionalism
- Strong problem-solving skills and attention to detail
- Ability to work flexible hours, including weekends and holidays, as needed
- Experience with upselling and cross-selling is a plus
- Excellent communication and interpersonal skills
- High level of empathy and customer-centric mindset
- Strong time management and organizational skills
- Ability to work under pressure and meet deadlines
- Adaptability to new technologies and processes
- Team player with a proactive attitude
- Analytical thinker with a solution-oriented approach
We understand that searching for a new job can be challenging, and we’re here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible.
Typically, the interview process includes a Recruiter Interview, Client Interview, and Practical Test, but this may vary depending on the role. Throughout each stage, we’ll keep you informed and provide feedback as quickly as we can, ensuring you feel valued and supported throughout your journey with us.