Customer Service Representative

Job Description 

Title: Customer Service Representative

Reports to: Account Manager

Location: Remote

Scope: Phone & Email Support

Job Overview

The department is a wellness-focused eCommerce brand operating 24/7. The

VLBPO team primarily supports this client in customer service, order fulfilment oversight, quality assurance, and account management.

Work Schedule

• Client operates: 24/7
• Team schedule: Monday to Sunday, typically work 8am - 5pm or 9am - 6pm based on Daylight Savings.
• Holiday Policy: The client does not observe public holiday.

Departments & Responsibilities

• Handle social media DMs and public comments (Meta, Instagram, Facebook)
• Hide, delete, or escalate harmful comments
• Block users who spam or violate community guidelines
• Monitor emojis and public feedback on social channels
• Respond to customer support tickets (same as standard CSR role)
• Submit necessary back office forms
• Escalate unresolved or sensitive issues
• Coordinate with the warehouse for delivery concerns or reshipment

Required Qualifications

• Education: High School Diploma or equivalent
  is a plus.
  Language: Full proficiency in English (written and verbal) is mandatory for professional client communication.
  Experience: 1–2 years of experience in Customer Service, with Email & Chat as a plus.
  Technical Skills: The ability to type WPM or more 
  Soft Skills: Efficiency, high attention to detail, and the ability to handle difficult conversations with empathy and professionalism.

Compensation: $500 JMD/hour (additional incentives opportunity)

Weekly hours are capped at 8 hours per day unless otherwise authorized

Tools & Platforms Used

• Shopify (Order Management)
• Shipbob/Shipdude (Logistics)
• Google Sheets (Scheduling & Reporting)
• Meta (Facebook/Instagram)

Important Notes

• Tasks may evolve based on client needs.
• Flexibility and proactivity are highly valued.
• Clear communication and adherence to process are essential for success in this remote role.