Role Description

As a Customer Experience Agent, you will manage customer queries exclusively through email and chat - there is no voice component to this role. You will support e-commerce customers with their orders, accounts, and related concerns, working a night shift aligned to US business hours. This is a remote, work-from-home contract position.

What You'll Do

• Handle customer queries via email and live chat, delivering clear, accurate, and empathetic responses
• Assist customers with order status, tracking, returns, exchanges, refunds, and account-related issues
• Investigate and resolve complaints by identifying root causes and following through to resolution
• Maintain response quality and accuracy in line with client SLAs and tone-of-voice guidelines
• Log and document all interactions accurately in the internal support tool
• Manage a queue of emails and chats efficiently, prioritising appropriat...