Customer Service Representative
New
R
RosabellaWellness supplements
Remote - GlobalFull-Time
Salary not disclosed
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Job Details
- Languages
- Clear, professional spoken and written English communication skills.
- Required Skills
- Customer service
Requirements
- Have prior customer service experience, ideally including phone-based and written or ticket-based support.
- Have clear, professional spoken and written English communication skills.
- Be comfortable switching between live calls and a written ticket queue within the same shift.
- Be able to work an assigned shift, with rest days scheduled according to coverage needs.
- Have a reliable backup device and internet connection in addition to the primary setup.
- Have a working camera for coaching sessions and team meetings.
- Have a quality headset with a microphone for live calls and meetings.
- Preferred: experience in DTC, e-commerce, or subscription customer service.
- Preferred: experience with Richpanel or a comparable helpdesk platform.
Responsibilities
- Handle inbound and outbound calls about orders, products, billing, refunds, and shipping.
- Respond to customer emails and chats, resolving issues in writing.
- Manage an assigned ticket queue alongside live call coverage and prioritize by urgency.
- Resolve issues within scope and promptly escalate complex or sensitive cases to leadership.
- Follow macros, SOPs, and brand voice guidelines across phone and written support.
- Meet CSAT, first response time, and resolution time targets across channels.
- Participate in camera-on coaching sessions and team meetings and apply feedback.
- Maintain accurate case notes and records in Richpanel.
- Report recurring issues, complaints, and trends to leadership.
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