Customer Service Representative | Remote, Full-time

Position Summary
The Customer Service Representative (CSR) is responsible for delivering exceptional customer support by assisting customers with product inquiries, order management, troubleshooting, returns, refunds, replacements, and warranty claims. This role serves as the primary point of contact for customers across email , live chat, phone, and social media, ensuring every interaction reflects Comfy Cubs' commitment to outstanding customer service. The CSR is expected to take ownership of customer issues from initial contact through resolution while maintaining a high level of professionalism, accuracy, and efficiency.

Key Responsibilities
Customer Support

• Respond to customer inquiries promptly and professionally via email , live chat, phone, social media, and marketplace messaging systems.
• Provide accurate information regarding products, orders, shipping, returns, warranties, and company policies.
• Resolve customer concerns using a customer-first approach and escalate complex issues when necessary.
• Maintain a consistent tone of voice that aligns with the Comfy Cubs brand
• Take ownership of assigned customer cases until resolution.

Order & Case Management

• Process refunds, exchanges, cancellations, and replacement requests.
• Monitor order status and provide shipment updates.
• Document customer interactions accurately in the customer support platform and follow established SOPs.

Product Knowledge & Troubleshooting

• Maintain up-to-date knowledge of Comfy Cubs products and policies.
• Assist customers with product selection, troubleshooting, and general product questions.
• Handle warranty claims, damaged shipments, missing items, and other post-purchase concerns.

Performance & Team Collaboration

• Meet or exceed key performance indicators (KPIs), including:
• Attendance
• Customer Satisfaction (CSAT)
• Quality Assurance (QA) Score
• Productivity Targets
• Collaborate with Operations, Warehouse, Logistics, and Product teams to resolve customer issues.
• Participate in training, team meetings, and continuous improvement initiatives.

Qualifications
Required

• Previous customer service or customer support experience.
• Excellent written and verbal communication skills.
• Strong problem-solving, organizational, and time management skills.
• Proficiency with Microsoft Office or Google Workspace.

Preferred

• Experience supporting Amazon, Shopify, Walmart Marketplace, or other e-commerce platforms.
• Experience in a fast-paced e-commerce environment.

Working Conditions

• Ability to work scheduled shifts, including weekends or holidays as required.
• Comfortable working in a fast-paced, high-volume customer support environment.

Success in This Role
A successful Customer Service Representative:

• Delivers fast, accurate, and empathetic customer support.
• Consistently meets or exceeds established KPIs.
• Demonstrates strong product knowledge.
• Resolves customer issues with minimal escalation.
• Maintains accurate case documentation.
• Protects the Comfy Cubs brand through every customer interaction.
• Contributes to process improvements and a collaborative team environment.
• Takes ownership of customer concerns until they are fully resolved.

How to Apply (IMPORTANT)
Apply using this link: ----------

Only applicants who complete the form will be reviewed.