Customer Service Associate – E-Commerce Company

**About Us**

Pomelo places the best offshore talent with leading brands, startups, and agencies across the globe. We enable hard-working and ambitious talent to work remotely from their home countries, while gaining exposure into how the world’s top companies operate.

**About the Role**

We’re looking for a Customer Service Associate with exceptional communication skills and customer empathy to join a fast-growing e-commerce brand in the food & beverage industry. You’ll be responsible for handling customer inquiries and questions, resolving customer issues and complaints, and establishing a deep understanding of the brand’s products. Your goal is to provide outstanding customer service and a seamless shopping experience, while keeping composed in the face of potentially stressful situations with customers.

**Responsibilities**

– Maintain a professional and friendly attitude towards customers at all times
– Respond promptly to resolve customer inquiries or issues regarding order status, product information, shipping details, returns, customer accounts, website functionality, payment methods, technical difficulties, and more
– Provide accurate and helpful information about the company and its products to address customer questions and ensure customer satisfaction
– Identify root causes of problems and implement solutions or escalate issues as needed, ensuring timely resolution
– Maintain records of customer interactions, including feedback and complaints
– Proactively follow up on pending customer inquiries
– Coordinate with other team members as needed to resolve issues and keep customers happy
– Actively listen to customer feedback and gather insights to identify areas for improvement in the customer experience, communicating customer feedback to the appropriate teams to improve customer satisfaction
– Perform ad hoc administrative, business operations, and special projects tasks as needed

**Qualifications**

– Bachelor’s degree in a relevant field
– 2+ years in a customer service/support role for an e-commerce or consumer brand
– Deep experience with e-commerce platform Shopify and leading customer service tools like Zendesk and Gorgias
– Professional fluency in English with excellent written, reading, and speaking skills
– Outstanding time management and attention to detail
– Permanent access to a laptop/desktop with reliable and fast Internet connection
– Ability to work in any US time zone, Monday to Friday (8 hours per day)
– Previous experience working the graveyard shift
– Nice-to-have: experience with Gmail and Slack

**Benefits**

– Health & wellness benefit
– Work remotely from the comfort of your home
– Competitive pay, always in US dollars
– Paid holidays and time off
– Performance and referral bonuses
– Global exposure to the world’s best companies