Customer Service Representative
New
R
RosabellaHealth & Wellness
Colombia - Remote; Based in the Philippines or LATAM., 6:00 AM-2:00 PM ET or 2:00 PM-10:00 PM ETFull-Time
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- ShopifyCustomer service
Requirements
- Prior customer service experience, ideally phone-based or call center experience.
- A reliable backup device and internet connection.
- A working camera for coaching sessions and team meetings.
- A quality headset with a microphone for live calls and meetings.
- Ability to work one of the following shifts: 6:00 AM-2:00 PM ET or 2:00 PM-10:00 PM ET.
- Availability to work with rest days assigned based on operational coverage needs.
- Clear, professional spoken and written English communication skills.
- Comfortable handling a high volume of live calls throughout a shift.
- Experience in DTC, e-commerce, or subscription customer service (preferred).
- Prior experience with Richpanel or a comparable helpdesk platform (preferred).
Responsibilities
- Handle inbound and outbound customer calls, resolving order, product, billing, refund, and shipping questions in real time.
- Resolve issues within your scope and escalate complex or sensitive cases to leadership promptly and with clear context.
- Follow macros, SOPs, and brand voice guidelines while maintaining a personal, helpful tone.
- Meet CSAT, first response time, and resolution time targets for the live call channel.
- Participate in coaching sessions and team meetings with camera on, and apply feedback to improve call quality.
- Maintain accurate, complete case notes and records in Richpanel for every interaction.
- Flag recurring issues, complaints, or trends to leadership to address root causes.
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