Customer Service Representative

Schedule:
* Monday–Friday: 7:00 AM – 3:00 PM PST
Monday–Friday: 7:00 AM – 3:00 PM PST
* Weekend coverage: 1 hour Saturday + 1 hour Sunday (flexible)Employment Type:Full-time (Independent Contractor Agreement)
Weekend coverage: 1 hour Saturday + 1 hour Sunday (flexible)Employment Type:Full-time (Independent Contractor Agreement)

Role Overview

We are seeking a dependable and customer-focused Customer Service Representative to serve as the primary point of contact for our customers. This role is essential to maintaining a high-quality customer experience through timely, professional, and accurate support across multiple communication channels.

The ideal candidate has a proven background in customer service, communicates clearly and confidently in English, and is comfortable working independently in a remote environment.

Key Responsibilities
* Respond to customer inquiries via email, text, and phone
Respond to customer inquiries via email, text, and phone
* Provide fast, friendly, and professional customer support
Provide fast, friendly, and professional customer support
* Resolve order-related issues, including returns, exchanges, and refunds
Resolve order-related issues, including returns, exchanges, and refunds
* Submit and follow up on shipping claims with FedEx
Submit and follow up on shipping claims with FedEx
* Maintain up-to-date knowledge of products, policies, and procedures
Maintain up-to-date knowledge of products, policies, and procedures
* Accurately document customer interactions and resolutions
Accurately document customer interactions and resolutions
* Collaborate with internal team members to improve processes and customer experience
Collaborate with internal team members to improve processes and customer experience

Qualifications
* 3+ years of experience in customer service or customer experience roles
3+ years of experience in customer service or customer experience roles
* Fluent in English with strong written and verbal communication skills
Fluent in English with strong written and verbal communication skills
* Demonstrated ability to handle customer issues with professionalism and empathy
Demonstrated ability to handle customer issues with professionalism and empathy
* Experience using customer support platforms;Gorgias experience is strongly preferred
Experience using customer support platforms;Gorgias experience is strongly preferred
* Reliable computer and high-speed internet connection
Reliable computer and high-speed internet connection
* Ability to work independently from a distraction-free home office
Ability to work independently from a distraction-free home office
* Strong attention to detail and follow-through
Strong attention to detail and follow-through

Location Considerations
* LATAM
LATAM
* South Africa
South Africa