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.
