Customer Service Representative

Position: Customer Service RepresentativeLocation: Remote (Supporting US-based eCommerce Brands)Job Type: Full Time, 6 days a week Timings:  8 pm - 2 am, Pakistan Standard TimeAbout the RoleWe are seeking a dedicated and proactive Customer Service Representative to join our team and support our US-based eCommerce clients. The ideal candidate will be passionate about delivering exceptional customer experiences, resolving inquiries efficiently, and contributing to the growth of the brands we represent.Responsibilities  Customer Interaction: Respond to customer inquiries via email, chat, and phone in a professional and timely manner.Order Management: Assist customers with order processing, tracking, and resolving order-related issues.Product Knowledge: Develop a deep understanding of the client’s products and services to provide accurate information and recommendations.Complaint Resolution: Address and resolve customer complaints or issues, escalating complex cases to the appropriate department when necessary.Support Efficiency: Maintain a high level of responsiveness and accuracy while meeting performance metrics such as response time, resolution time, and customer satisfaction.Feedback Collection: Gather customer feedback to identify trends and areas for improvement.Documentation: Log all customer interactions and actions taken in the CRM system to ensure proper follow-up and record-keeping.Policy Adherence: Ensure compliance with company policies, procedures, and customer service standards.QualificationExperience:Minimum 3-5 years of customer service experience, preferably in an eCommerce or retail environment.Skills:    •    Excellent verbal and written communication skills.    •    Strong problem-solving and conflict-resolution skills.    •    Ability to handle multiple tasks efficiently and work in a fast-paced environment.    •    Proficiency in CRM tools and eCommerce platforms (e.g., Shopify, Zendesk, Gorgias, etc.).    •    Availability: Flexible to work US business hours, including weekends or holidays if needed.    •    Education: High school diploma or equivalent (Bachelor’s degree preferred).Key Competencies        •    Customer-focused mindset with a positive attitude.    •    Attention to detail and organizational skills.    •    Ability to work independently and as part of a team.    •    Tech-savvy and quick learner of new tools and systems.Why Join Us?        •    Opportunity to work with dynamic eCommerce brands.    •    Competitive compensation and benefits.    •    Supportive and collaborative work environment.    •    Room for growth and professional development.