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

Originally posted on Himalayas