Customer Service Representative (Non-Voice)

About this role

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