Role Overview
As a Tier 1 Customer Service Representative, you'll serve as the first point of contact for customers through voice and digital channels. Working remotely, you'll manage inquiries, support order workflows, and resolve account-related needs while maintaining a professional and empathetic approach.
Key Responsibilities
- Answer customer questions about products, shipping, and website navigation, and guide users through standard ordering processes.
- Update clients on order status, assist with account creation, and process routine orders accurately.
- Receive and resolve escalated issues, ensuring timely follow-up and documented outcomes.
- Monitor and respond to messages from voicemail, email, e-fax, social media, and third-party reporting systems.
- Maintain clear records of all customer interactions and resolution steps.
- Set up new reseller accounts within the company’s internal system and support claims by tracking lost shipments and submitting required documentation.
- Identify potential leads through online research and conduct outreach via phone and email to expand customer reach.
Qualifications
- Fluent English speaking and writing skills with a natural, conversational tone.
- Minimum of one year of experience in customer service or contact center roles, including handling complex or escalated cases.
- Strong written and verbal communication abilities, paired with empathy and professionalism.
- High level of accuracy, critical thinking, and ability to troubleshoot independently.
- Typing speed of at least 20 words per minute.
- Proven ability to manage time effectively and work autonomously.
- Consistent reliability and punctuality in meeting work commitments.
Work Environment & Compensation
This is a remote, project-based position with a rotating schedule aligned to Eastern Standard Time, including possible weekend availability. Training and development resources are provided to support your growth. Pay is set at USD 3.75 per hour, with opportunities for advancement based on performance.
