Customer Care Representative – Voice, Email & Live Chat

Position Information

Job Title: Customer Care Representative – Voice, Email & Live Chat
Reports To: Team Manager  / Operations Manager
Location: Remote – Kingston, St. Andrew & St. Catherine
Employment Type: Full-Time
Employment Term: 3 months

Job Summary

The Customer Care Representative is responsible for providing professional, timely, and accurate customer support on behalf of an e-commerce client specializing in natural kratom and kava products.

The role supports customers across multiple communication channels, including inbound voice calls, approved outbound calls, email, and human-handled live chat. Representatives are expected to maintain a professional and consistent brand voice while following client-approved scripts, FAQs, product information, customer verification procedures, billing, refund and cancellation policies, and established escalation guidelines.

The successful candidate must demonstrate strong spoken and written English, excellent attention to detail, sound judgment, and the ability to manage multiple customer service channels during the same shift. 

Work Schedule

• Monday to Friday (shifts will be confirmed prior to training)
• Schedule flexibility may be required based on client volume and operational requirements

Essential Job Functions

1. Multi-Channel Customer Support – 35%

• Handle inbound customer calls professionally and courteously.
• Place approved outbound calls when required.
• Manage customer service email queues during the same shift.
• Respond to human-handled live chat inquiries.
• Assist customers with product, order, shipping, account, billing, refund, and cancellation inquiries.
• Maintain a professional, helpful, and consistent brand voice across all communication channels.
• Complete required customer verification procedures before discussing account or order information.

2. Customer Issue Resolution & Escalation – 20%

• Resolve customer concerns within established client guidelines.
• Follow approved scripts, FAQs, policies, and customer service procedures.
• Identify situations requiring escalation and route them to the appropriate supervisor or client contact.
• Follow established procedures for complex, sensitive, or non-standard customer issues.
• Apply client-approved refund, cancellation, billing, and verification procedures accurately.

3. Documentation & Case Management – 15%

• Accurately document customer interactions and case activity.
• Complete call dispositions, customer notes, email documentation and follow-up requirements.
• Maintain accurate and complete records within client-approved systems.
• Ensure customer information and case notes are documented.
• Maintain documentation accuracy while managing customer volumes and service expectations.

4. Product Compliance & Customer Communication – 15%

• Use only client-approved product language and terminology.
• Follow all training and compliance requirements.
• Use approved responses when addressing product-related questions.
• Do not make medical, disease, treatment, cure, diagnosis, or other unauthorized health claims.
• Recognize prohibited or non-standard requests and escalate them appropriately.
• Maintain strict adherence to the client's compliance playbook.

5. Productivity, Quality & Professional Standards – 10%

• Meet established quality, productivity, attendance, and customer service standards.
• Maintain accuracy and professionalism throughout the workday.
• Demonstrate dependable attendance and punctuality.
• Support changing operational priorities and client requirements.

6. Systems & Team Collaboration – 5%

• Work effectively within Gorgias, cloud telephony, and other client-provided systems.
• Participate in system testing and access validation.
• Collaborate with Operations, Training, IT, Quality Assurance, and leadership as required.
  

Total: 100%

Required Qualifications

Education

• High School Diploma or equivalent required.

Experience

• 1-2 years of customer service or contact center experience is preferred.
• Previous e-commerce or retail customer support experience is an asset.
• Experience supporting online orders, shipping inquiries, refunds, returns, cancellations, subscriptions, or billing inquiries is preferred.
• Experience using Gorgias or a similar customer support platform is an asset.

Knowledge, Skills & Abilities

• Strong spoken and written English.
• Clear, professional, and customer-friendly communication style.
• Comfortable handling phone calls, email, and live chat during the same shift.
• Strong listening and problem-solving skills.
• Ability to follow structured scripts, policies, procedures, and client playbooks.
• Strong attention to detail and documentation accuracy.
• Ability to recognize when an issue should be escalated.
• Ability to manage multiple customer interactions and priorities.
• Dependable attendance and punctuality.
• Ability to work independently in a remote environment.
• Professional judgment and the ability to remain composed when handling customer concerns.

Preferred Qualifications

• Previous e-commerce customer support experience.
• Previous retail or contact center experience.
• Experience using Gorgias, Zendesk, Freshdesk, Intercom, Salesforce, or similar platforms.
• Experience supporting billing, refunds, returns, cancellations, subscriptions, or online orders.
• Experience supporting wellness, supplement, regulated, sensitive, or age-restricted product categories.
• Previous experience in a quality-driven customer service environment.
  

Core Competencies

• Customer Focus
• Communication Skills
• Active Listening
• Attention to Detail
• Accuracy
• Problem Solving
• Critical Thinking

Performance Expectations

Successful candidates will be expected to:

• Deliver professional and consistent customer service across voice, email, and live chat.
• Meet established quality, productivity, and service-level expectations.
• Maintain accurate customer documentation, dispositions, notes, and after-call work.
• Follow all client-approved scripts, policies, procedures, and escalation guidelines.
• Maintain strict compliance
• Demonstrate excellent attendance, punctuality, and reliability.
• Protect customer and client information.
• Demonstrate sound judgment by escalating issues appropriately rather than improvising.
• Participate fully in training, coaching, quality reviews, and calibration sessions.
• Adapt to changing customer volumes and operational requirements.

Hardware Requirements

• Operating System: Windows 11 or higher
• Processor: Intel Core i5, 8th Generation or higher
• Storage: Minimum of 128 GB HDD
• Audio Equipment: USB noise-cancelling headset

Employees are responsible for maintaining equipment in good working condition and ensuring their workstation supports professional customer interactions.

Internet Requirements

• Connection Type: Ethernet connection is mandatory
• Minimum Download Speed: 100 Mbps
• Minimum Upload Speed: 25 Mbps
• Latency: Must remain under 75 ms
• Jitter: Must remain under 20 ms
• Packet Loss: Must remain under 1%
• Loaded Latency: Preferably under 150 ms
• Loaded Jitter: Preferably under 30 ms

A stable and reliable internet connection is required to support uninterrupted customer communication and access to company systems.

What We Offer

As a Customer Care Representative, you'll enjoy:

• Competitive Compensation
• Health Benefits
• Remote Work-From-Home Opportunity
• Monday–Friday Work Schedule
• No Overnight or Weekend Coverage During the Initial Phase
• Customer Service Experience with an International E-Commerce Client
• Comprehensive Training & Ongoing Coaching
• Professional Growth & Career Development Opportunities
• Supportive, Collaborative Team Environment

Important Notes

• The initial engagement term is three months, followed by month-to-month service.
• Responsibilities may evolve based on client requirements, customer volume, process changes, or business growth.
• Representatives must strictly follow the client's approved playbook and compliance requirements.
• Representatives are not authorized to provide medical, disease, treatment, cure, diagnosis, or other unauthorized health claims.
• VLBPO will not provide the computer, headset, internet connection, or other required work-from-home equipment.
• Staffing levels and schedules may be adjusted based on client volume and operational requirements.

Disclaimer

This job description outlines the general nature and level of work performed and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Duties may be modified or assigned as business needs evolve.

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