Customer Service Representative (E-commerce)

Work Setup: Remote Equipment: BYOD Schedule: TBD (Must be open to night shift) Start Date: ASAP What does a day in the life of a Customer Service Representative look like? Respond to customer inquiries via email and inbound phone. Assist customers with order cancellations and order placement. Answer product questions and provide recommendations. Identify appropriate upsell opportunities during customer interactions. Handle refund, return, and exchange requests with a focus on customer retention. Follow established customer service policies and workflows. Escalate issues requiring client approval or policy exceptions. Adapt to new processes and workflows as the client builds out its support operation. What are the required qualifications of a Customer Service Representative? Excellent spoken English: Clear pronunciation, strong communication skills, and the ability to confidently support US-based customers over the phone. Excellent written English: Strong grammar, comprehension, and professional email communication skills. E-Commerce customer support experience: Familiarity with order management, cancellations, refunds, exchanges, and general product inquiries. Inbound voice experience: Comfortable handling customer calls, including potentially difficult conversations and time-sensitive requests. Sales and retention mindset : Ability to identify upselling opportunities, offer appropriate product recommendations, and turn potential refunds into exchanges or retained orders. Str