Customer Service Representative (Email)
New
R
RosabellaCustomer service
Remote - GlobalFull-Time
Salary not disclosed
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Job Details
- Languages
- Strong written English
- Required Skills
- Customer service
Requirements
- Have prior customer service experience, ideally in email or ticket-based support.
- Write clearly in professional, warm English.
- Have a reliable backup device and internet connection in addition to the primary setup.
- Have a working camera for coaching sessions and team meetings.
- Be comfortable managing a ticket queue and prioritizing a high volume of emails.
- Be able to work an assigned shift, with rest days scheduled around coverage needs.
- DTC, e-commerce, or subscription customer service experience is preferred.
- Experience with Richpanel or a comparable helpdesk platform is preferred.
Responsibilities
- Handle inbound emails about order, product, billing, refund, and shipping questions.
- Manage the assigned ticket queue, prioritizing by urgency and meeting response-time targets.
- Resolve issues within scope and promptly escalate complex or sensitive cases to leadership with clear context.
- Use macros and SOPs as a starting point, personalizing responses in the brand voice.
- Meet CSAT, first response time, and resolution time targets for the email channel.
- Participate in coaching sessions and team meetings, and apply feedback to improve response quality.
- Maintain accurate, complete case notes and records in Richpanel.
- Flag recurring issues, complaints, and trends to leadership.
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