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Customer Care Representative – Voice, Email, Live Chat
vlbpoCustomer Care Representative supporting an international e-commerce client’s kratom and kava customers. Handling voice, email, and live chat inquiries remotely.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on effective communication, problem-solving, and attention to detail. Proficient in managing customer inquiries across multiple channels while adhering to compliance and operational guidelines.
Highest-signal resume keywords
Customer Service ExperienceGorgias ProficiencyStrong English CommunicationAttention to DetailProblem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Verification ProceduresOrder ManagementBilling InquiriesRefund ProcessingCancellation HandlingE-Commerce SupportDocumentation AccuracyScript AdherenceMulti-Channel SupportQuality Assurance Participation
Soft Skills
Professional CommunicationListening SkillsComposure Under PressureDependable AttendanceAdaptability
Tools & Technologies
GorgiasZendeskFreshdeskIntercomSalesforceCloud TelephonyWindows 11USB Noise-Cancelling HeadsetEthernet Connection
Certifications & Qualifications
High School Diploma or Equivalent
Industry Keywords
Customer SupportContact CenterE-CommerceRetailWellness ProductsSensitive ProductsQuality-Driven Environment
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Handle inbound customer calls and approved outbound calls
- Manage customer service email queues and respond to human-handled live chat inquiries
- Assist customers with product, order, shipping, account, billing, refund, and cancellation inquiries
- Maintain a professional and consistent brand voice across communication channels
- Complete customer verification procedures before discussing account or order information
- Resolve customer concerns within client guidelines and escalate complex, sensitive, or non-standard issues
- Follow approved scripts, FAQs, policies, procedures, refund, cancellation, billing, and verification guidelines
- Document customer interactions, case activity, call dispositions, customer notes, email documentation, and follow-up requirements
- Maintain accurate records in client-approved systems
- Use client-approved product language and responses while adhering to compliance requirements
- Avoid unauthorized medical, disease, treatment, cure, or diagnosis claims
- Meet quality, productivity, attendance, and customer service standards
- Work within Gorgias, cloud telephony, and other client-provided systems
- Participate in system testing and access validation
- Collaborate with Operations, Training, IT, Quality Assurance, and leadership
- Participate in training, coaching, quality reviews, and calibration sessions
- Protect customer and client information and adapt to changing operational requirements
Requirements
What you’ll need- High School Diploma or equivalent required
- 1-2 years of customer service or contact center experience is preferred
- Previous e-commerce or retail customer support experience is an asset
- Experience supporting online orders, shipping inquiries, refunds, returns, cancellations, subscriptions, or billing inquiries is preferred
- Experience using Gorgias or a similar customer support platform is an asset
- Strong spoken and written English
- Clear, professional, and customer-friendly communication style
- Comfortable handling phone calls, email, and live chat during the same shift
- Strong listening and problem-solving skills
- Ability to follow structured scripts, policies, procedures, and client playbooks
- Strong attention to detail and documentation accuracy
- Ability to recognize when an issue should be escalated
- Ability to manage multiple customer interactions and priorities
- Dependable attendance and punctuality
- Ability to work independently in a remote environment
- Professional judgment and the ability to remain composed when handling customer concerns
- Experience using Gorgias, Zendesk, Freshdesk, Intercom, Salesforce, or similar platforms is preferred
- Experience supporting billing, refunds, returns, cancellations, subscriptions, or online orders is preferred
- Experience supporting wellness, supplement, regulated, sensitive, or age-restricted product categories is preferred
- Previous experience in a quality-driven customer service environment is preferred
- Windows 11 or higher
- Intel Core i5, 8th Generation or higher
- Minimum 128 GB HDD
- USB noise-cancelling headset
- Ethernet connection is mandatory
- Minimum download speed of 100 Mbps
- Minimum upload speed of 25 Mbps
- Latency under 75 ms
- Jitter under 20 ms
- Packet loss under 1%
Benefits
Comp & perks- Competitive Compensation
- Health Benefits
- Remote Work-From-Home Opportunity
- Monday–Friday Work Schedule
- No Overnight or Weekend Coverage During the Initial Phase
- Customer Service Experience with an International E-Commerce Client
- Comprehensive Training & Ongoing Coaching
- Professional Growth & Career Development Opportunities
- Supportive, Collaborative Team Environment