Customer Care Representative – Voice, Email, Live Chat

This is a fully remote position, open to applicants in Jamaica.

📋 Description

• Manage incoming customer calls and authorized outbound communications.

• Oversee customer service email queues and address inquiries from live chat handled by humans.

• Provide assistance to customers regarding product information, order status, shipping, account management, billing, refunds, and cancellations.

• Ensure a professional and consistent brand voice is maintained across all communication platforms.

• Perform customer verification processes prior to discussing account or order specifics.

• Address customer issues within client guidelines and escalate complex, sensitive, or atypical matters as necessary.

• Adhere to approved scripts, FAQs, policies, procedures, refund, cancellation, billing, and verification protocols.

• Record customer interactions, case activities, call outcomes, customer notes, email documentation, and follow-up requirements.

• Keep accurate records in systems approved by the client.

• Utilize client-approved product terminology and responses while complying with regulatory requirements.

• Refrain from making unauthorized claims regarding medical, disease, treatment, cure, or diagnosis.

• Achieve quality, productivity, attendance, and customer service benchmarks.

• Operate within Gorgias, cloud telephony, and other systems provided by the client.

• Engage in system testing and access validation activities.

• Collaborate with Operations, Training, IT, Quality Assurance, and leadership teams.

• Take part in training, coaching, quality assessments, and calibration meetings.

• Safeguard customer and client information while adapting to evolving operational needs.

⛳️ Requirements

• High School Diploma or equivalent is required.

• Preferred 1-2 years of customer service or contact center experience.

• Previous experience in e-commerce or retail customer support is advantageous.

• Experience in assisting with online orders, shipping inquiries, refunds, returns, cancellations, subscriptions, or billing issues is preferred.

• Familiarity with Gorgias or similar customer support platforms is beneficial.

• Proficient in spoken and written English.

• Possess a clear, professional, and customer-centric communication style.

• Comfortable managing phone calls, emails, and live chat simultaneously during shifts.

• Strong listening and problem-solving abilities.

• Capable of adhering to structured scripts, policies, procedures, and client guidelines.

• High attention to detail and accuracy in documentation.

• Ability to identify when an issue requires escalation.

• Skilled in managing multiple customer interactions and priorities effectively.

• Reliable attendance and punctuality are essential.

• Ability to work independently in a remote setting.

• Professional judgment and composure when addressing customer concerns are necessary.

• Experience with Gorgias, Zendesk, Freshdesk, Intercom, Salesforce, or similar platforms is preferred.

• Background in supporting billing, refunds, returns, cancellations, subscriptions, or online orders is advantageous.

• Experience with wellness, supplement, regulated, sensitive, or age-restricted product categories is a plus.

• Previous employment in a quality-focused customer service environment is preferred.

• Must have Windows 11 or newer.

• Intel Core i5 (8th Generation or higher) is required.

• Minimum HDD capacity of 128 GB.

• A USB noise-canceling headset is necessary.

• An Ethernet connection is mandatory.

• Minimum download speed of 100 Mbps is required.

• Minimum upload speed of 25 Mbps is required.

• Latency must be below 75 ms.

• Jitter should be under 20 ms.

• Packet loss must be less than 1%.

🏝️ Benefits

• Competitive compensation package.

• Health benefits provided.

• Opportunity to work remotely from home.

• Monday to Friday work schedule.

• No overnight or weekend coverage required during the initial phase.

• Gain customer service experience with an international e-commerce client.

• Comprehensive training and ongoing coaching provided.

• Opportunities for professional growth and career development.

• Supportive and collaborative team environment.