Our client, a dynamic e-commerce business, offering eco-friendly Home & Kitchen products, is looking for a proactive and empathetic Customer Care Specialist for a full-time remote position.
We are seeking a warm, customer-focused professional who excels in written communication and thrives in digital environments. The ideal candidate has experience in email and chat-based customer service and feels comfortable initiating outreach through social media and messaging platforms. A background in e-commerce or online support is a strong plus.
About the company:
It is a fast-growing brand developing several new green and sustainable products for eco-conscious consumers. Currently, the company sells mostly on Amazon, but it also operates on Shopify, Walmart, and Fair, offering its products in 6 countries (USA, Canada, Mexico, UK, Germany, and Japan). Besides the strong online presence, they also sell in 260+ physical stores and recently closed large distribution partnerships for state-wide USA retail sales.
Key Responsibilities:
Respond to customer inquiries via email, live chat, and social media messages in a timely, friendly, and accurate manner.
Actively reach out to customers via social media platforms (e.g. Instagram, Facebook) and WhatsApp groups to share helpful content, product updates, and support.
Handle customer questions related to orders, shipping, product issues, warranties, and returns.
Marketplace reviews management: apply strategies to maximize positive reviews and minimize negative ones.
Brand reputation management: interact with potential customers in social media, Reddit and other platforms to lead positive conversations about the brand.
Look for opportunities to upsell or cross-sell relevant products through helpful and personalized communication.
Accurately document all customer interactions in the CRM system.
Work cross-functionally with internal teams to resolve customer concerns efficiently.
Maintain a consistent tone of kindness, calmness, and professionalism in all written communication.
Contribute ideas to improve the overall customer experience and engagement strategy.
Requirements:
Fluent English speaker with excellent written communication skills.
Prior experience in email/chat-based customer support (experience in e-commerce or online retail is a strong advantage).
Empathetic, solution-oriented, and attentive to detail.
Confident using CRM tools, chat platforms, and social media channels for customer engagement.
Comfortable with proactive outreach and community interaction.
Tech-savvy and quick to learn new systems and tools.
Well-organized, self-motivated, and capable of managing multiple tasks in a remote setting.
A friendly, calm demeanor and a genuine desire to help others.
What We Offer:
Work for a market-proven, fast-growing international company.
Competitive and timely salary.
Supportive and friendly work environment.
Be a part of something bigger, where you can have autonomy over your work.
Fully remote work and flexible working hours (work from whatever place).
