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 appropriately during high-volume periods
- Stay current on client policies, product updates, and process changes to ensure accurate support
- Flag recurring issues or patterns to the team lead to help improve processes and reduce ticket volume.
Qualifications
- 1-3 years of experience in a customer service or customer-facing support role
- Excellent written English - clear, professional, grammatically accurate, and appropriately toned for different customer situations
- Comfortable managing both email queues and live chat simultaneously without compromising quality
- Detail-oriented - you read carefully, respond accurately, and don't miss the point of a customer's query
- Fast typist with strong written communication instincts — you can be both efficient and human in your responses
- Patient, composed, and able to handle frustrated or demanding customers through written channels
- Self-disciplined and reliable - comfortable working independently in a remote, night shift environment
- Experience in e-commerce support (orders, returns, refunds, tracking) is a strong plus
- Familiarity with any helpdesk or CRM tool (Zendesk, Freshdesk, Intercom, or similar) is an advantage - you will be trained on the client's in-house support tool.
Technical Requirements:
- Reliable high-speed internet connection (minimum 20 Mbps)
- Stable laptop or desktop capable of running browser-based support tools
- Backup internet connection (mobile hotspot or secondary connection)
- Backup power source (UPS or inverter) to handle outages
- Quiet, dedicated workspace free from background noise and interruptions
Role Details
Employment Type: Contract
Work Setup: Remote - India-based candidates only
Shift: Night shift, aligned with US business hours (EST/CST)
Support Channels: Email and Chat only - No voice
Language: English
Experience Required: 1–3 years in customer service or a related role
Compensation: Competitive, commensurate with experience
