Customer Service Support (& chat support) - 30hrs/week - Jewelry Brand -freelance & 100 % remote
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AI Summary
Provide exceptional customer support across email, chat, and social media channels throughout the entire buying journey. Identify recurring customer issues and suggest process improvements to enhance overall satisfaction.
I’m looking for an experienced Customer Service Agent for my client, Moon Magic Jewelry, an established international DTC jewelry brand offering authentic gemstone jewelry to customers around the world.
This is a long-term remote position for someone who genuinely enjoys helping customers, communicates exceptionally well, and is comfortable working in a fast-paced e-commerce environment.
Tasks
Your Responsibilities
- Provide an exceptional customer experience across multiple channels, including email, chat, and social media
- Support customers throughout the entire buying journey — from initial inquiries and purchases to delivery, returns, and after-sales support
- Respond to customer inquiries promptly, professionally, and with a friendly attitude
- Develop a strong understanding of the Moon Magic product catalog to confidently assist customers
- Identify recurring customer questions, issues, and trends and communicate them to the team
- Proactively suggest improvements to processes and systems that can increase customer satisfaction
- Collaborate with the team to ensure a consistently high level of customer support
Requirements
Who we are looking for
- Fluent English with excellent written and verbal communication skills
- At least 1-2+ years of customer service experience
- Previous experience working with e-commerce/DTC brands is highly preferred
- Availability of at least 30 hours per week, including availability for chat support
- Friendly, patient, courteous, and genuinely customer-focused
- Excellent attention to detail
- Reliable, organized, and responsive
- Comfortable working in a fast-paced environment where priorities and processes can change frequently
- Ability to work independently in a remote setting
Benefits
What You Can Expect at Moon Magic
- 💎 Up to 50% employee discount on Moon Magic jewelry
- 🚀 High level of ownership with a direct impact on the customer experience
- 🌍 Work with an established international DTC jewelry brand
- 🤝 A supportive and collaborative international team
- 📈 A long-term opportunity with room to grow within the Customer Service organization
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