Customer Service Representative |
Job Location:
Cape Town - South Africa
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Position: Customer Service Representative
Location: Remote; Open to candidates from SA/LatAm/PH
Work Schedule: MondayFriday 7:00 AM4:00 PM Mountain Time (U.S.)
Salary: Market Related
About The Company
We are a growing e-commerce jewelry brand specializing in high-quality hypoallergenic jewelry. We ship worldwide and have built a loyal customer community through great products and genuinely helpful customer service. Were looking for a dependable thoughtful Remote Customer Service Representative to join our established CS team.
About the Role
Your primary responsibility will be helping our customers through our online customer service platform. Youll answer questions about products and jewelry orders shipping returns exchanges warranties and other customer needs. This isnt a role where youll be thrown into an inbox and expected to figure everything out yourself. Youll receive structured hands-on onboarding and training from our Customer Service Lead and have access to an experienced team detailed SOPs documentation and training resources. Youll also need to be comfortable thinking independently. Some customer questions require unique troubleshooting research or collaboration with another team to find the right solution.
Responsibilities include:
- Responding to customer support tickets in a friendly professional and timely manner
- Troubleshooting product and jewelry questions and helping customers find solutions
- Assisting with order changes shipping issues returns exchanges warranties and other concerns
- Following established processes and accurately documenting/categorizing customer conversations
- Using internal resources to research answers and knowing when to ask for help or escalate an issue
- Staying current on team and process updates through Slack
- Coordinating with Operations Fulfillment Tech and other teams when needed
- Responding to customer reviews
- Helping with occasional e-commerce or operations projects such as data entry or product listing updates during lower-volume periods
What Were Looking For
- Excellent written English and the ability to communicate naturally warmly and professionally with international customers
- 3 years previous remote Customer Service experience
- Experience with e-commerce Shopify customer service/ticketing platforms OR online retail
- Dependable organized and detail-oriented
- Strong problem-solving and troubleshooting skills
- Comfortable working independently while communicating regularly with a remote team
- Proactive about finding answers and using available resources
- Willing to ask questions and receptive to feedback and coaching
- Able to follow detailed processes and SOPs
- Patient and empathetic when helping customers
Schedule & Benefits
This is a full-time MondayFriday 7:00 AM4:00 PM Mountain Time (U.S.) position. Your local working hours will shift when U.S. daylight saving time begins and ends so please make sure you are comfortable consistently working according to Mountain Time.
- 10 paid holidays per year
- 10 additional paid PTO days per year
- Structured onboarding and ongoing support from an established team
- Opportunity for pay increases or bonuses based on performance and tenure
Were looking for someone who wants to become a reliable long-term member of our team and takes pride in making customers feel genuinely taken care of.
