CSR for E-Commerce (WFH)

Job Title: Customer Service Representative (CSR) for E-Commerce
Language: English
Location: Remote
Position Type: Full-Time
Required Files: CV and a 2-minute video introduction

Job Overview:
We are looking for a highly motivated and customer-focused Customer Service Representative (CSR) to join our team. This position will support our U.S.-based customers and provide exceptional service for our cross-border eCommerce retail business. As a CSR, you'll be the voice of our company, ensuring a seamless and positive experience for customers across various platforms. The ideal candidate will have experience in customer service, strong communication skills, problem-solving abilities, and the ability to manage multiple customer interactions at once, while maintaining a calm and professional demeanor.

Key Responsibilities:

1. Handle inbound and outbound customer inquiries across multiple channels (phone, email, live chat) with a focus on resolving issues efficiently and professionally.
2. Provide accurate information regarding products, orders, delivery status, and policies, ensuring customers have a complete understanding.
3. Resolve customer complaints, concerns, and issues with a focus on delivering quick and effective solutions.
4. Work cross-functionally with internal teams to resolve customer issues and improve the overall customer experience.
5. Manage high volumes of customer inquiries, with the ability to stay organized and meet service targets.
6. Follow up customers' negative rating and review on sales platform and try the best to eradicate the negative review or transfer negative to positive one.
7. Proactively ask for 5-star rating and review from customers and improve the sales platform's reputation.
8. Demonstrate excellent communication skills, adapting your tone and approach based on customer needs.
9. Maintain a positive, empathetic, and professional attitude at all times.
10. Identify opportunities for process improvements and contribute ideas to enhance service delivery.
11. Stay up-to-date with the latest product knowledge and eCommerce trends.


Minimum Qualifications:
1. Proven experience in customer service, preferably in the cross-border eCommerce or retail industry (Amazon, eBay, Shopify, etc.).
2. Strong communication skills (both written and verbal) with the ability to engage with U.S. customers effectively.
3. Ability to handle multiple customer interactions simultaneously while maintaining quality service.
4. Strong problem-solving skills, with the ability to resolve customer issues quickly and efficiently.
5. Excellent emotional intelligence, including the ability to stay calm under pressure and manage customer emotions.
6. Ability to adapt and think on your feet when handling unique or challenging customer situations.
7. Detail-oriented with the ability to keep track of customer requests and follow-up actions.
8. Proficient in using customer service tools and CRM software such as Zendesk, Zoho, RingCentral, or similar platforms.
9. Must have a reliable internet connection and a quiet, dedicated workspace for remote work.
10. Obey to arrangements and coordination from management staff.

Preferred Qualifications:
1. Experience with eCommerce platforms (Amazon, eBay, Shopify, Walmart) and an understanding of cross-border retail challenges.
2. Experience using Zendesk, Zoho, RingCentral, or other customer support software.
3. Knowledge of U.S. customer service expectations and trends, with a focus on delivering a positive, efficient experience.
4. Ability to work independently with minimal supervision in a remote environment.
5. Multilingual skills are a plus, especially Spanish.

Why Work With Us?
1. Competitive salary and performance bonuses.
2. Work remotely with flexible hours.
3. Opportunities for professional growth and advancement within a fast-growing company.
4. Collaborative, team-oriented work environment with a focus on continuous improvement.

If you're passionate about customer service, have a strong problem-solving mindset, and want to contribute to the success of a growing cross-border eCommerce business, we'd love to hear from you! Apply now and join our team using the link provided below:
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