CS Email VA

Role overview

This remote customer service position handles inbound email requests from e-commerce customers after a purchase. The work involves resolving questions and problems across orders, billing, shipping, returns, replacements, cancellations, refunds, and complaints while keeping interactions organized and escalating cases that need additional support.

Responsibilities

- Respond to customer emails about products, order status, tracking, billing, pricing, returns, replacements, cancellations, refunds, and complaints. - Process orders for customers who call to purchase when their existing records are available. - Identify cases that require assistance from a senior team member or another department and escalate them appropriately. - Make follow-up calls when needed to resolve abandoned or disconnected contacts. - Maintain accurate, controlled communication while working across multiple systems and tools. - Support a high resolution rate, with the source role targeting resolution of at least 90% of customer contacts.

Requirements

- At least two years of business process outsourcing experience; telecommunications or e-commerce account experience is advantageous. - Strong reading comprehension and written and verbal communication skills. - Above-average technical ability and confidence learning or navigating customer service systems. - Strong multitasking skills, especially when moving between tools while maintaining control of the customer interaction. - High reliability, accountability, and flexibility to work varying schedules.

Benefits and work setup

- Permanent work-from-home arrangement. - Bi-weekly pay schedule. - Performance bonuses and incentives. - Sixth-month and annual anniversary bonuses. - Up to 17 days of paid leave credits. - Home setup requires an Intel i5 or comparable computer with at least 4 GB RAM, a wired internet connection of at least 30 Mbps, and noise-cancelling headphones available for the interview.