CustomerServiceAgent

This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.   Client Overview Our client is a U.S.-based e-commerce company specializing in premium home décor and lifestyle products. With a strong focus on customer satisfaction, they have built a reputation for quality and service excellence. Their support team operates with clear processes, strong onboarding infrastructure, and a collaborative environment designed to set every team member up for success from day one.     Role Overview The Customer Service Agent will serve as the frontline of the support team, handling inbound customer inquiries via phone and email while delivering seamless resolutions for U.S.-based customers. The Customer Service Agent will navigate multiple internal systems to manage order-related issues, shipping concerns, and escalations in line with established SLAs and SOPs. This is a Tier 1 support role with clearly defined escalation paths and robust onboarding support.     Location Fully Remote (Work from Home) | 9 AM - 5 PM EST     Key Responsibilities Customer Support & Communication - Handle inbound customer inquiries via phone and email with professionalism and efficiency - Assist customers with order tracking, shipping updates, returns, exchanges, and product questions - Process cancellation and modification requests in a timely manner — with particular urgency on Mondays to address weekend ticket backlog - Maintain a positive customer experience aligned with brand standards at all times   Systems & Tools Navigation - Navigate multiple platforms simultaneously including CRM, ERP, WMS, and website backend to resolve customer issues efficiently - Document all customer interactions accurately in Zendesk or the designated ticketing system - Utilize Microsoft Office and standard computer tools as part of daily workfl