Customer Service Representative

About the Role

Join a leading online women's fashion retailer celebrated for its carefully curated collections and a broad selection of stylish apparel and accessories. This opportunity provides a chance to partner with a swiftly expanding and vibrant e-commerce brand standing at the forefront of online retail. Our client focuses on contemporary designs and tailoring, with each order thoughtfully created by a team of passionate women dedicated to empowering other women. This role is more than just a job; it offers a chance to contribute to a mission-driven company.

Key Responsibilities

• Demonstrate a keen interest or practical experience with diverse fashion trends.
• Operate retail-commerce platforms effectively.
• Utilize CRM software such as Gorgias, Gorgias AI, or equivalent customer support systems proficiently.
• Leverage experience with Shopify to support online retail operations.
• Provide customer support primarily through email communication.
• Communicate clearly and professionally in both written and verbal English.
• Resolve customer issues with strong problem-solving capabilities quickly and efficiently.
• Work independently while collaborating seamlessly with team members.
• Accept and integrate feedback to enhance customer service quality.
• Confidently navigate the competitive fashion and e-commerce landscape.
• Stay informed about current fashion trends, fabrics, and production techniques.
• Maintain a polite, professional demeanor combined with excellent interpersonal skills.
• Apply a proactive and creative problem-solving approach.
• Manage time effectively to handle 10–15 customer tickets hourly.
• Consistently achieve and maintain a minimum 90% quality performance score.
• Note: Recruitment is limited to applicants based in Jamaica.

Minimum Qualifications

• At least one year of customer support or call center experience within a BPO environment.
• Exceptional English language skills, both spoken and written, with clear pronunciation and no native regional accent.
• Strong negotiation skills alongside the ability to manage challenging customer interactions.
• Availability to work in a 24/7 operation with rotating shifts including weekends.

Equipment and Work Environment Requirements

• Reliable internet connection providing at least 50 Mbps speed.
• Computer with minimum specifications of 8GB RAM and Intel i5 10th Generation processor.
• Quiet workspace suitable for professional communication.
• Noise-cancelling headset for clear audio during calls.
• Use of devices other than desktops, Chromebook, or Linux-based systems (these are not supported).

Employee Benefits

The company offers a Reward and Recognition program named Club 90 for top performers. Additionally, remote work eliminates commute times, improving work-life balance and recapturing previously lost time.