Job Description
Role Description
As a Customer Experience Agent, you will manage customer queries exclusively through email and chat - there is no voice component to this role. You will support e-commerce customers with their orders, accounts, and related concerns, working a night shift aligned to US business hours. This is a remote, work-from-home contract position.
What You'll Do
- Handle customer queries via email and live chat, delivering clear, accurate, and empathetic responses
- Assist customers with order status, tracking, returns, exchanges, refunds, and account-related issues
- Investigate and resolve complaints by identifying root causes and following through to resolution
- Maintain response quality and accuracy in line with client SLAs and tone-of-voice guidelines
- Log and document all interactions accurately in the internal support tool
- Manage a queue of emails and chats efficiently, prioritising appropriat...