Customer Service Agent

This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.

Our client is looking to strengthen its frontline support team with customer service professionals who can deliver a seamless experience to U.S.-based customers across phone and email channels. This role operates within a structured support environment, with clear service standards, defined escalation paths, and strong onboarding processes designed to help new team members quickly become effective.

LOCATION

Fully Remote | 8:30 AM - 5 PM EST

ROLE OVERVIEW

The Customer Service Agent will serve as the first point of contact for inbound customer support, handling order-related inquiries, resolving common issues, and ensuring timely communication across multiple channels. This is a Tier 1 support role requiring strong communication, accuracy, and the ability to manage several systems simultaneously while following established service procedures.

KEY RESPONSIBILITIES

CUSTOMER SUPPORT & ISSUE RESOLUTION

- Handle inbound customer inquiries via phone and email with professionalism and efficiency.

- Assist customers with order tracking, shipping updates, returns, exchanges, and product-related questions.

- Process cancellation and modification requests in a timely manner, with particular attention to Monday ticket volume.

- Maintain a positive customer experience aligned with brand standards.

SYSTEMS NAVIGATION & DOCUMENTATION

- Navigate multiple systems simultaneously, including CRM, ERP, WMS, and website backend tools, to resolve customer issues.

- Document all customer interactions accurately in the CRM ticketing system (Zendesk).

- Meet established SLA targets, including first reply within 8 business hours and full resolution within 24–48 hours.

LOGISTICS & ESCALATION SUPPORT

- File claims with carriers suc...