Customer Service Representative (Non-Voice)

Our client is seeking dedicated Customer Service Representatives to expand their e-commerce support operations and ensure continuous 24/7 service availability. This position focuses exclusively on written communication via email and live chat platforms. The primary objective is to deliver efficient, high-quality assistance, significantly decreasing response durations to a target window of 5 to 10 minutes. Responsibilities include the thorough documentation and internal escalation of inquiries to facilitate rapid resolution by the appropriate departments. Key Responsibilities Respond to customer inquiries through live chat and email Handle customer questions, concerns, and support requests in a timely and professional manner Monitor and manage incoming customer tickets Provide accurate information and resolve customer concerns whenever possible Escalate issues that require assistance from other teams Log and document customer issues and operational concerns in Slack and Monday.com Coordinate internal follow-ups for issues such as warehouse or camera checks Maintain accurate records of customer interactions and reported issues Follow established processes and ensure customer concerns are properly tracked until resolved Provide consistent support across assigned shifts to maintain 24/7 customer coverage Qualifications and Experience Previous experience in customer service, chat support, email support, or a similar role Excellent written English and strong written communication skills Strong attention to detail and accuracy Ability to respond quickly while maintaining quality and professionalism Comfortable handling multiple customer conversations or tickets at the same time Strong problem-solving and critical-thinking skills Able to work independently in a remote environment Willingness to work assigned shifts as part of a 24/7 support schedule Preferred Qualifications E-commerce customer service experience is highly preferred Experience supporting customers through live chat and email Experience using ticketing or customer support platforms Familiarity with Slack and Monday.com Experience working in a fast-paced customer support environment Experience handling order-related or e-commerce concerns is a strong advantage What we Offer: Opportunities for growth and advancement HMO- Maxicare Work Hours: Full-time, PST business hours, Remote