Customer Service Representative

This is a fully remote position, open to applicants in Egypt, +4 more countries.

📋 Description

• Act as the primary point of contact for customers through phone, email, chat, and other communication platforms.

• Assist customers with inquiries regarding orders, products, pricing, shipping, freight, returns, warranties, and account issues.

• Offer clear and proactive updates to customers throughout the resolution process.

• Accurately process customer orders and related transactions within company systems.

• Support modifications to orders, cancellations, returns, replacements, refunds, claims, and associated transactions.

• Start with order confirmations and shipment updates before advancing to more complex inquiries and transactions.

• Coordinate shipments and deliveries with carriers, branches, vendors, Supply Chain, and internal teams.

• Investigate and resolve issues related to orders, deliveries, freight, billing, product availability, and warranty claims.

• Escalate complicated situations to senior representatives when necessary.

• Assist with e-commerce and inside sales activities, including order confirmations, tracking requests, and customer follow-up.

• Maintain precise customer records, order documentation, and case notes.

• Collaborate with Sales, Freight, Branches, Operations, Supply Chain, and other departments.

• Adhere to customer service policies, procedures, quality standards, service levels, and performance expectations.

• Identify recurring customer issues and communicate trends or opportunities for process improvement to leadership.

• Provide additional cross-functional assistance as assigned.

• Complete the application form and submit a video using the same email as the application.

⛳️ Requirements

• Entry-level position; prior experience is not required.

• Background or genuine interest in customer service, order support, or e-commerce is advantageous.

• Familiarity with HubSpot, Adobe Commerce Cloud, or a similar CRM or e-commerce platform is beneficial.

• Experience in a customer service environment focused on product, distribution, or supply chain is a plus.

• Knowledge of order management, freight and logistics, or warranty and returns processes is an advantage.

• Experience with AI-assisted support or productivity tools is beneficial.

• Strong attention to detail and accuracy when processing orders and documenting customer interactions.

• Ability to learn and navigate multiple systems effectively.

• Familiarity with HubSpot, Adobe Commerce Cloud, and Google Workspace is advantageous.

• Strong organizational skills and ability to handle multiple requests simultaneously.

• Reliable follow-through from initial customer inquiry to resolution.

• Proactive, customer-first mindset.

• Willingness to learn new processes, systems, and tools.

• Must be available to work from 9:00 AM to 5:00 PM CST / U.S. business hours aligned with the client’s time zone.

• Resume must be submitted in English and in PDF format.

• Application requires a video demonstrating relevant skills.

🏝️ Benefits

• Fully remote work arrangement.

• Opportunity to gain customer service experience.

• Exposure to order support, e-commerce, shipping, fulfillment, and cross-functional operations.

• Potential to expand responsibilities over time.

• Opportunity to learn new processes, systems, and tools.