Customer Service Associate, Part-Time Contract | Lonely Planet

Role overview

A remote, part-time contract role focused on assisting customers of an online travel and content platform during the holiday season. The position centers on handling inquiries, processing orders, coordinating deliveries, and resolving post-purchase issues. This is a roughly three-month engagement of around 20–25 hours per week, with hourly compensation that varies by location, experience, and qualifications.

Responsibilities

- Respond to customer questions and complaints by email and phone in a professional, proactive, and friendly manner, covering order delivery questions, billing inquiries, article/site/book comments, app questions, and traveler inquiries - Liaise with third-party warehouses to track parcel movement and ensure on-time delivery - Process orders, manage returns and refunds, and escalate complex issues as needed - Maintain up-to-date knowledge of products, services, apps, and traveler-facing offerings - Support day-to-day online sales activity and contribute to customer satisfaction and sales goals

Requirements

- 2+ years of experience in a contact center environment - Hands-on experience with a ticketing or CRM system - Zendesk experience preferred - Experience with Shopify or another eCommerce storefront preferred

Benefits and work setup

- Remote, part-time contract position based in the United States - Anticipated contract length of approximately 3 months, with 20–25 hours per week - Hourly compensation ranging from $18 to $22