Customer Service Representative

Job Title: Customer Service Representative (CSR)

Language: English

Location: Remote

Position Type: Full-Time

Job Overview:

We are looking for a highly motivated and customer-focused Customer Service Representative (CSR) to join our team. This position will support our U.S.-based customers and provide exceptional service for our cross-border eCommerce retail business. As a CSR, you'll be the voice of our company, ensuring a seamless and positive experience for customers across various platforms. The ideal candidate will have experience in customer service, strong communication skills, problem-solving abilities, and the ability to manage multiple customer interactions at once, while maintaining a calm and professional demeanor.

Key Responsibilities:

• Handle inbound and outbound customer inquiries across multiple channels (phone, email, live chat) with a focus on resolving issues efficiently and professionally.
• Provide accurate information regarding products, orders, delivery status, and policies, ensuring customers have a complete understanding.
• Resolve customer complaints, concerns, and issues with a focus on delivering quick and effective solutions.
• Work cross-functionally with internal teams to resolve customer issues and improve the overall customer experience.
• Manage high volumes of customer inquiries, with the ability to stay organized and meet service targets.
• Follow up customers' negative rating and review on sales platform and try the best to eradicate the negative review or transfer negative to positive one.
• Proactively ask for 5-star rating and review from customers and improve the sales platform's reputation.
• Demonstrate excellent communication skills, adapting your tone and approach based on customer needs.
• Maintain a positive, empathetic, and professional attitude at all times.
• Identify opportunities for process improvements and contribute ideas to enhance service delivery.
• Stay up-to-date with the latest product knowledge and eCommerce trends.

Minimum Qualifications:

• Proven experience in customer service, preferably in the cross-border eCommerce or retail industry (Amazon, eBay, Shopify, etc.).
• Strong communication skills (both written and verbal) with the ability to engage with U.S. customers effectively.
• Ability to handle multiple customer interactions simultaneously while maintaining quality service.
• Strong problem-solving skills, with the ability to resolve customer issues quickly and efficiently.
• Excellent emotional intelligence, including the ability to stay calm under pressure and manage customer emotions.
• Ability to adapt and think on your feet when handling unique or challenging customer situations.
• Detail-oriented with the ability to keep track of customer requests and follow-up actions.
• Proficient in using customer service tools and CRM software such as Zendesk, Zoho, RingCentral, or similar platforms.
• Must have a reliable internet connection and a quiet, dedicated workspace for remote work.
• Obey to arrangements and coordination from management staff.

Preferred Qualifications:

• Experience with eCommerce platforms (Amazon, eBay, Shopify, Walmart) and an understanding of cross-border retail challenges.
• Experience using Zendesk, Zoho, RingCentral, or other customer support software.
• Knowledge of U.S. customer service expectations and trends, with a focus on delivering a positive, efficient experience.
• Ability to work independently with minimal supervision in a remote environment.
• Multilingual skills are a plus, especially Spanish.

Why Work With Us?

• Competitive salary and performance bonuses.
• Work remotely with flexible hours.
• Opportunities for professional growth and advancement within a fast-growing company.
• Collaborative, team-oriented work environment with a focus on continuous improvement.