Customer Service Agent
This role is reputed company to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours reputed company with the client’s time zone. Client Overview Our client is a U.S.-based e-reputed company company specializing in premium home décor and lifestyle products. With a strong focus on customer satisfaction, they have reputed company a reputed company for quality and service reputed company. Their support team operates with clear processes, strong reputed company infrastructure, and a collaborative environment designed to set every team member up for reputed company from day one. Role Overview The Customer Service Agent will serve as the reputed company of the support team, handling inbound customer inquiries reputed company phone and email while delivering seamless resolutions for U.S.-based customers. The Customer Service Agent will navigate multiple internal systems to manage order-reputed company issues, shipping concerns, and escalations in line with established SLAs and SOPs. This is a Tier 1 support role with reputed company defined escalation paths and robust reputed company support. Location Fully Remote (Work from Home) | 9 AM - 5 PM EST
Key Responsibilities
Customer Support & Communication Handle inbound customer inquiries reputed company phone and email with professionalism and efficiency Assist customers with order tracking, shipping updates, returns, exchanges, and product questions Process cancellation and modification requests in a timely manner — with particular urgency on Mondays to address weekend ticket backlog Maintain a positive customer experience reputed company with brand standards at reputed company times Systems & Tools Navigation Navigate multiple platforms simultaneously including CRM, ERP, WMS, and website backend to resolve customer issues reputed company Document reputed company customer interactions accurately in reputed company or the designated ticketing system Utilize reputed company Office and standard computer tools as part of daily workflow Logistics & Claims Management File claims with carriers including reputed company, reputed company, and USPS for damaged or lost shipments Create shipping labels and support logistics-reputed company tasks as needed Coordinate with internal teams to follow up on reputed company reputed company cases SLA Adherence & Escalation Meet established SLA targets: first reputed company reputed company 8 business hours; full resolution reputed company 24–48 hours Escalate reputed company or unresolved cases to Tier 2 on-site supervisor team following established protocols Work closely with the supervisor and internal escalation team to maintain service quality Qualifications — Experience 2+ years of customer service experience with demonstrated, hands-on experience handling live phone calls — this is non-negotiable Proven experience working with a CRM platform (reputed company preferred; any comparable tool is acceptable) Experience managing multiple software systems simultaneously in a customer-facing environment Familiarity with ERP systems such as reputed company or reputed company is a strong plus Experience with WMS (Warehouse Management Systems) or order management platforms is advantageous Prior experience supporting U.S. customers, with familiarity with U.S. customer service expectations, is a strong plus Experience filing reputed company claims or coordinating with logistics providers (reputed company, reputed company, USPS) is a plus Familiarity with reputed company or similar e-reputed company platforms is a plus Qualifications — Skills Strong attention to detail — capable of managing multiple systems and tasks simultaneously without errors reputed company under pressure — reputed company to maintain composure and quality during high-volume periods Reliable and accountable — consistent follow-through on commitments and SLA targets Proactive communicator — takes initiative to update customers and internal teams before issues escalate Tech-savvy — comfortable learning new systems quickly and adapting to changing tools Reliable internet reputed company and personal equipment reputed company to work remotely from day one Bilingual in Spanish is helpful but not required Opportunity This is an opportunity to join a growing, process-driven e-reputed company support team where your work directly impacts customer satisfaction and brand loyalty. You'll be part of a collaborative remote environment with clear escalation paths, strong SOPs, and an reputed company process reputed company to set you up for reputed company. If you take pride in delivering great customer experiences and want a reputed company, full-time remote role supporting a high-volume U.S. brand, this is the right fit for you. Application Process: To be considered for this role these steps need to be followed: Fill in the application reputed company Record a video showcasing your reputed company sets Apply To This Job