Customer Service Representative – Remote Contractor

Job Overview

JOB DETAILS

REQUIREMENTS

• 1–3 years of experience in a customer service, contact center, or e-commerce support environment.
• Excellent written and verbal communication skills in English proficiency is an asset.
• Strong customer orientation and ability to remain calm under pressure.
• Experience using CRM/ticketing systems (preferably RightNow, Freshdesk, Zendesk, or Salesforce Service Cloud).
• Familiarity with Shopify order flows, NetSuite, or similar ERP systems preferred.
• Basic troubleshooting knowledge for Android smartphones or consumer electronics.
• Strong multitasking and problem-solving skills, with attention to detail.
• Willingness to work flexible shifts to support North American time zones (9 AM–6 PM PST, Mon–Fri).

RESPONSIBILITIES

• Handle customer inquiries via chat, email, and phone channels with accuracy, empathy, and professionalism.
• Manage cases through RightNow and/or Freshdesk CRM, ensuring timely updates and resolution within SLA.
• Verify customer information, purchase details, and warranty eligibility using Shopify, NetSuite ERP, and other systems.
• Support customers in product sales, troubleshooting, repair requests, returns, and order tracking.
• Identify and escalate complex or sensitive issues to L2 or Supervisor support teams following defined SOPs.
• Collaborate with service partners (e.g., Acer, FutureTel, Servify, Apkuto, FedEx) to ensure timely ticket status updates and resolution.
• Follow OnePlus’s Complaint Handling Guidelines and Service Quality Standards for tone, empathy, and accuracy.
• Utilize AI-assist and automation tools (e.g., Retell AI, Freshdesk bots) effectively while maintaining human quality.
• Contribute to NPS goals, FRT/Resolution rate improvements, and customer satisfaction metrics.
• Participate in ongoing training sessions and product updates to stay current with new launches and service policies.
• Record accurate feedback, report recurring issues, and suggest improvements to enhance service efficiency.

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