Customer Service Representative II

We run a marketplace with over 300,000 active sellers and fulfillment centres in four regions. Product reviews happen on Thursdays, with demos of whatever shipped that week.

THE ROLE

The Customer Service Representative II answers customer calls, chats and emails about orders, billing and account changes. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. This is a full-time remote role. We use an employer of record in Poland, so you get a proper employment contract, not a freelance agreement. Expect to work a schedule that overlaps with US Eastern business hours until about noon ET.

JOB DUTIES

• Look up orders, accounts and shipping status in the CRM and order system.
• Call customers back on open issues within the promised timeframe.
• Transfer calls to the right department with a warm handoff.
• Notice repeat problems and report them to your team lead.
• Meet targets for handle time, quality score and customer satisfaction.
• Escalate complaints that need a supervisor or another department.
• Follow scripts and required disclosures on recorded lines.
• Answer inbound calls, live chats and emails from a queue.

WHAT YOU NEED

• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Able to sit at a workstation and wear a headset for a full shift.
• Typing speed of at least 35 WPM.
• Comfortable using multiple screens and systems at the same time.
• High school diploma or GED.

NICE TO HAVE

• Bilingual English and Spanish (pay differential)
• Chat support experience.
• Experience handling escalations.
• Knowledge of e-commerce order systems such as Shopify.

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Pay: PLN 6,300-PLN 7,900 per month

PERKS AND BENEFITS

• Annual salary review.
• Wellness allowance.
• Flexible hours.
• Two weeks of paid leave at year end.
• Paid sick days.

Shortlisted candidates will hear from us within two weeks.

We may close this posting early once we have enough applications.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Vinewright HQ.