Customer Support Agent, English-Speaking | eCommerce

Retro vGames is a global eCommerce company reshaping how retro gaming products are bought and sold online.

We operate across Amazon, Walmart, and our own online stores, serving tens of thousands of nostalgic buyers in the United States and other international markets.

As we continue to scale, we are building smarter systems, global supply chains, and performance-driven teams across Pakistan, the United States, and Latin America.

Our working environment is fast-paced, structured, and ownership-focused. This opportunity is ideal for someone who performs well in a high-volume Customer Support environment and wants to take responsibility for delivering an excellent customer experience.

About the Role

We are looking for an experienced English-speaking Customer Support Agent to manage daily customer communications across multiple eCommerce platforms.

The ideal candidate should be fluent in English, highly organized, comfortable handling a high volume of customer inquiries, and committed to providing timely, accurate, and professional support.

Important Experience Requirement

Please apply only if you have genuine, hands-on experience working in a Customer Support department and regularly handle at least 80 customer interactions during an 8-hour shift.

Your daily workload should include a combination of:

• Inbound customer calls
• Outbound customer calls
• Live chat conversations
• Customer service emails
• Amazon, Walmart, eBay, or other marketplace messages

During the recruitment process, you will be required to provide an honest breakdown of the average number of calls, chats, emails, and marketplace messages you handle during a normal 8-hour shift.

Please provide your regular daily average rather than the highest number you handled on an unusually busy day.

Key Responsibilities

• Respond to customer inquiries through inbound calls, outbound calls, live chat, email, and marketplace messages.
• Assist customers with order tracking, cancellations, replacements, returns, refunds, delivery delays, and payment-related concerns.
• Investigate customer complaints and provide accurate and timely resolutions.
• Maintain complete and accurate records of customer interactions and resolutions.
• Update customer information, order notes, support tickets, and case statuses.
• Coordinate with internal departments to resolve customer and order-related issues.
• Follow up with customers to confirm issue resolution and satisfaction.
• Manage customer communications across Amazon, Walmart, eBay, and company-owned online stores.
• Follow established scripts, brand tone, communication guidelines, and SLA requirements.
• Escalate complex or sensitive customer cases to the appropriate team member.
• Meet daily productivity, quality, response-time, and customer-satisfaction targets.
• Handle at least 60 customer interactions during a standard 8-hour shift.

Qualifications

• More than 5 years of experience in Customer Support, Customer Service, or eCommerce operations.
• Proven experience handling a high volume of customer inquiries.
• Strong spoken and written English communication skills.
• Experience managing inbound and outbound customer calls.
• Strong email-writing and live-chat support skills.
• Basic knowledge of online marketplaces such as Amazon, eBay, and Walmart.
• Strong problem-solving and conflict-resolution skills.
• Ability to remain calm and professional when assisting frustrated or dissatisfied customers.
• Strong organizational skills and attention to detail.
• Ability to work independently and consistently meet performance targets.

Knowledge of retro video games, consoles, and accessories is preferred but not required.

Preferred Experience

Preference may be given to candidates who have:

• Experience using CRM, helpdesk, or ticketing systems such as Freshdesk, Zendesk, Gorgias, or Salesforce.
• Familiarity with order-management systems.
• Experience supporting customers for a U.S.-based eCommerce company.
• Experience using Amazon Seller Central, Walmart Marketplace, eBay, Shopify, or similar platforms.
• Experience handling refunds, returns, replacements, delivery disputes, charge-related concerns, and payment issues.
• Knowledge of retro gaming consoles, games, and accessories.

Working Hours and Compensation

Please apply only if you understand and agree to all the following conditions:

• Your 8-hour shift will be scheduled between 8:00 PM and 8:00 AM Manila time.
• These hours align with daytime business hours in the United States.
• The working schedule is Monday through Saturday.
• The role requires 48 working hours per week.

By applying, you confirm that you understand and accept the working schedule and maximum salary.

English Audio Recording Requirement

Candidates must also record a short English audio response answering the application questions listed above.

Please use:

https://vocaroo.com/

How to Create Your Recording

1. Visit https://vocaroo.com/
2. Click the record button and record your answers in English.
3. Click the stop button once you have completed the recording.
4. Select “Save and Share.”
5. Copy the URL generated for your recording.
6. Paste the complete Vocaroo link directly into the body of your application email.

Please open the link before submitting your application to confirm that the recording works correctly.

Do not attach the audio file. We require a working Vocaroo link.

How to Apply

Please email the following to HR@retrovgames.com:

• Your updated CV or résumé
• A working Vocaroo audio-recording link

Email Subject

Customer Support Agent Application – [Your Full Name]

Employment Type: Full-Time

Work Location: Remote

Schedule: Monday to Saturday

Working Hours: One 8-hour shift scheduled between 8:00 PM and 8:00 AM Manila time

Total Working Hours: 48 hours per week