Customer Service Agent

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

📋 Description

• Manage incoming customer inquiries through phone and email with professionalism and efficiency.

• Assist customers with order tracking, shipping information, returns, exchanges, and product-related inquiries.

• Process cancellation and modification requests promptly, paying particular attention to ticket volume on Mondays.

• Ensure a positive customer experience that aligns with brand standards.

• Navigate multiple systems concurrently, including CRM, ERP, WMS, and website backend tools, to resolve customer issues.

• Accurately document all customer interactions in the CRM ticketing system (Zendesk).

• Achieve established SLA targets, including first response within 8 business hours and complete resolution within 24–48 hours.

• Submit claims with carriers such as FedEx, UPS, and USPS for damaged or lost shipments.

• Create shipping labels and assist with logistics-related tasks as needed.

• Escalate complex or unresolved cases to Tier 2 according to established protocols.

⛳️ Requirements

• A minimum of 2 years of customer service experience with proven expertise in handling live phone calls.

• Experience utilizing CRM platforms, preferably Zendesk or similar tools.

• Prior experience supporting U.S.-based customers is strongly preferred.

• Familiarity with ERP systems such as NetSuite or SAP is an advantage.

• Knowledge of WMS or order management platforms is a plus.

• Experience with Shopify or similar e-commerce platforms is beneficial.

• Background in filing carrier claims or coordinating with logistics providers is advantageous.

• High proficiency in spoken and written English, demonstrating clear and professional communication.

• Strong attention to detail while managing multiple software systems concurrently.

• Comfortable using computers, Microsoft Office, and quickly learning new systems.

• Ability to effectively multitask across phone, email, live chat, and backend systems.

• Reliable internet connection and personal equipment for remote work.

• Composed and consistent under high volume pressure.

• Proactive communicator with strong reliability and sense of ownership.

• Bilingual in English/Spanish is advantageous but not mandatory.

🏝️ Benefits

• This position is available to candidates located in LATAM, Africa, and Eastern Europe. Please note that since this role supports U.S.-based clients, candidates must be available to work during U.S. business hours in alignment with the client’s time zone.