Customer Service Representative (E-Commerce)

Penbrothers

16h•Remote

About The Position

Our client is looking for a Customer Service Representative to serve as a key point of contact for customers across phone, email, live chat, and tickets, providing accurate information and timely solutions to customer concerns. This role will provide crucial evening and weekend coverage, helping manage after-hours inquiries, reduce Monday morning backlogs, and support the daytime customer service team. As the company specializes in personalized products, the ideal candidate should have exceptional attention to detail, strong written English skills, and the ability to stay productive and self-motivated even during periods of lower inbound volume.

Requirements

1–2 years of relevant e-commerce or retail customer service experience, specifically handling live chat, email, and support tickets.
Proven experience with CRM platforms (Zendesk experience is a strong advantage).
Familiarity with e-commerce systems (Shopify navigation experience is a plus).
Attention to Detail: High precision when managing custom orders with varying monogramming requirements.
Written Communication: Excellent written English skills suited for professional live chat and email interactions.
Self-Driven Productivity: Strong work ethic and ability to remain productive and work independently during after-hours/night shifts.
Flexibility: Willingness to work evening/after-hours shifts, weekends, US holidays (with compensating days off per company policy when working PH holidays), and support seasonal volume spikes.
High school diploma or equivalent.
A proactive, solutions-oriented approach and willingness to go the extra mile for customers.

Nice To Haves

Healthcare customer service experience involving sensitive customer interactions is also valued.
A college degree is preferred.

Responsibilities

Handle customer inquiries primarily through live chat and support tickets, supplemented by email and occasional outbound calls to reach unresponsive customers.
Assist shoppers with order verifications, tracking, shipping delays, order modifications prior to production, and placing telephone orders for clients who prefer phone checkout.
Apply sound customer service judgment when addressing production errors, QC issues, shipping delays, and customer-created errors on final-sale custom items (e.g., courtesy replacements vs. policy enforcement).
Perform basic website troubleshooting (password resets, navigation issues) and coordinate directly with internal product, production, and QC teams regarding product or order issues.
Maintain high productivity during quiet shift hours by clearing pending backlogs.
Support significantly increased volume during retail peak seasons (Black Friday, Cyber Monday, November–December).