Customer Service Representative FULLY REMOTE

Pay: $500-$700 monthly

Schedule: Must be amenable to work PST hours, anytime between 6am-9pm PST - should be okay working weekends and holidays

We are seeking proactive and customer-focused Customer Service Agents to join our Customer Service team. As a Customer Service Agent, you will be the voice of the company, addressing customer inquiries, resolving issues, and enhancing the overall customer experience through traditional forms of contact such as email, SMS, phone, and online forms. This role is ideal for individuals who excel in communication, problem-solving, and building customer relationships.

Key Responsibilities:

• Customer Engagement: Respond to customer inquiries via email, SMS, phone, and online forms in a timely and professional manner. Provide accurate information about products, services, and policies. Address and resolve customer issues, complaints, and concerns effectively and empathetically.
• Issue Resolution: Troubleshoot and resolve product-related issues by collaborating with other departments as necessary. Escalate complex or unresolved issues to the appropriate teams for further assistance.
• Feedback Management: Collect and document customer feedback, suggestions, and trends to share with the relevant teams. Assist in developing strategies to improve customer satisfaction and engagement based on feedback.
• Brand Advocacy: Maintain a positive and consistent brand voice across all interactions. Engage with customers to build and strengthen brand loyalty and trust.

Requirements

Proven experience in customer service, preferably in a traditional contact center environment.

Excellent written and verbal communication skills.

Strong problem-solving abilities and attention to detail.

Ability to handle high-pressure situations and manage multiple tasks simultaneously.

Proficiency in using customer service soware, including Kustomer, Aircall, Shopify, Fulfill, UPS, Slack, and returns management systems.

A plus: Minimum C1 level bilingual or trilingual abilities in Spanish and/or French.

A plus: Proficiency in review moderation and utilization of social media platforms (e.g., Instagram, Facebook, Twitter) and customer service software (Emplifi).

Preferred Skills: Experience with quality assurance and process improvement methodologies. Knowledge of industry best practices and emerging trends in customer service