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Posted:
Stefanini Group is hiring Remote Customer Service Representatives to provide exceptional support and service to customers across North America. This role is responsible for handling customer inquiries, resolving complex issues, maintaining customer satisfaction, and representing the company’s brands with professionalism and empathy.
The successful candidate will support customers through phone, email, and chat channels while managing service requests, escalations, and customer retention efforts. This remote opportunity is ideal for individuals with strong communication skills, problem-solving abilities, and experience working in a fast-paced customer service environment.
Key Responsibilities:
• Handle inbound customer inquiries through phone, email, and chat channels.
• Provide timely solutions for customer questions, complaints, and service-related issues.
• Manage escalated customer cases and ensure satisfactory resolution.
• Follow up with customers to confirm issue resolution and maintain positive experiences.
• Document customer interactions, escalations, and resolutions accurately in CRM systems.
• Coordinate with internal teams including Store Operations, Risk Management, IT, and other departments to resolve customer concerns.
• Assist customers with orders, returns, products, refunds, and service requests.
• Provide guidance and support to team members handling complex customer cases.
• Maintain compliance with PCI standards and company procedures for secure customer data handling.
• Achieve department KPIs and service quality standards.
Requirements:
• 1–3 years of customer service experience; retail customer service experience is preferred.
• High School Diploma or equivalent experience.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal abilities.
• Ability to handle difficult customer situations with patience and professionalism.
• Strong problem-solving and decision-making skills.
• Ability to work independently in a remote environment.
• Advanced computer skills, including Microsoft Excel, Word, and customer service systems.
• Strong organizational skills with the ability to manage multiple tasks.
• Flexibility to work shifts between 9 AM and 9 PM, including weekends and holidays.
• Strong knowledge of:
• Customer relationship management and service recovery.
• CRM systems, databases, and digital customer support tools.
• Order management, issue resolution, and customer retention practices.
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