Email Customer Service Representative

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

📋 Description

• Address customer inquiries through email by providing clear, empathetic, and prompt assistance.

• Keep precise customer records and document all interactions within the support system.

• Provide exceptional service while achieving response time and customer satisfaction goals.

• Work collaboratively with logistics and internal teams to escalate and resolve intricate cases.

• Troubleshoot issues related to orders, shipping, refunds, and products across various markets.

⛳️ Requirements

• Proficient written English skills with strong grammar, tone, and meticulous attention to detail.

• Availability to work during one of the following shifts in Shanghai time: 7:00 AM to 3:00 PM / 2:00 PM to 11:00 PM / 10:00 PM to 7:00 AM.

• Possess all necessary work-from-home equipment and setup to effectively perform the role.

• Previous experience in email-based customer support within e-commerce or retail settings is preferred.

• Familiarity with managing high email volumes while meeting service-level objectives is preferred.

• Background in resolving issues related to orders, refunds, shipping, and products is preferred.

• Experience utilizing CRM or help desk platforms to handle customer cases is preferred.

• Proven ability to manage escalations with logistics teams and assist customers across multiple markets is preferred.

🏝️ Benefits

• Opportunity to influence the future of online vision care on a global scale.

• Collaborate with a diverse, global team that is enthusiastic about innovation and optical excellence.

• Training on the latest lens technologies and digital tools.