Customer Service Representative

Role Type: Full-Time | Remote
Engagement: Long-Term

Job Overview

We are seeking a detail-oriented and customer-focused Customer Service Representative to support a high-volume e-commerce and retail operation.

The role operates within an AI-assisted customer service workflow, where responses are pre-generated and the representative is responsible for reviewing the suggested response, ensuring it is accurate and appropriate, and taking the required action.

This is an excellent opportunity for a motivated customer service professional who can work independently, maintain high accuracy in a fast-paced environment, and grow into a leadership role based on performance.

Key Responsibilities

• Review AI-generated customer service responses and take the appropriate action accurately and efficiently.
• Manage a high volume of customer inquiries across e-commerce and retail channels.
• Review customer requests carefully and ensure responses appropriately address the issue.
• Identify complex, unusual, or sensitive issues and escalate them when additional support or decision-making is required.
• Maintain high standards of accuracy, consistency, professionalism, and customer service.
• Follow established workflows, policies, and procedures while exercising sound judgment when needed.
• Identify recurring customer issues and provide feedback to improve processes and workflows.
• Collaborate with team members and share effective practices to improve overall team performance.
• Meet established productivity, quality, and customer service KPIs.

Requirements

• Previous experience in customer service, preferably within e-commerce, retail, or another high-volume customer support environment.
• Excellent written English with a professional, clear, and customer-friendly communication style.
• Strong attention to detail and accuracy when reviewing and processing customer communications.
• Ability to work efficiently in a high-volume environment without sacrificing quality.
• Strong problem-solving and judgment skills, with the ability to recognize when an issue requires escalation.
• Comfortable working with AI-assisted tools and learning new software and workflows.
• Self-motivated and able to work independently with minimal supervision.
• Strong sense of ownership, accountability, and reliability.
• Willingness and ambition to grow into a team lead, supervisor, or management role based on performance.

Preferred Qualifications

• Experience supporting an e-commerce or retail brand.
• Experience working with customer service platforms, help desks, CRMs, or ticketing systems.
• Experience working with AI-assisted customer service or automated workflows.
• Previous experience in a high-volume email or ticket-based support environment.

Performance & Growth

This is a performance-driven role within a growing operation. High-performing team members will have opportunities to take on additional responsibilities and progress into leadership and management positions.

Performance may be measured against KPIs including:

• Response accuracy and quality
• Productivity and volume handled
• Resolution efficiency
• Customer service quality
• Attendance and reliability
• Process adherence
• Overall team contribution

A performance-based bonus structure may also be available based on established KPIs and performance targets.

Work Environment

• Full-time, permanent remote position.
• Fast-paced, high-volume customer service environment.
• AI-assisted workflow designed to improve efficiency and reduce repetitive manual work.
• Lean, performance-focused team structure.
• Clear opportunities for career progression based on results and demonstrated leadership ability.