Enterprise Customer Service Agents - Digital Support

Join us in supporting our newest client — a leading online women’s fashion retailer known for its curated collections and wide range of stylish clothing and accessories. This partnership presents an exciting opportunity to work with a dynamic e-commerce brand at the forefront of online retail.

• An exciting opportunity to work with a client that is not only empowering and bold, but is a forward-thinking fashion brand
• Working with like-minded gurus who become your team and support
• Being mentored, supported, and partnering with our elite leadership team
• Career growth opportunities – what you want to become is a conversation away
• Work from home + rewards

• Best thing about working from home is the drive to work
• Performance has its benefits within our Reward and Recognition Program – Club 90
• Continuous learning and development by an elite team of managers and directors
• Work-life balance – No more commuting to work, you get back lost days, a lot of lost days

• Have fashion experience with a passion for trends and styles
• Email support experience
• Keen eye for details
• Excellent written and communication skills
• Ability to troubleshoot customers' queries to resolve their issues
• Capable of working with or collaborating in a team environment
• Detail oriented
• Being resilient while navigating a fast-paced industry
• Ability to learn quickly
• Receptive to feedback to ensure customers get a high-quality customer service experience
• Confidence in one's abilities in navigating the competitive landscape of the fashion market
• Staying current with fashion trends, fabrics, and production methods
• Polite and professional conduct, excellent interpersonal skills
• Proactive attitude with an ability to creatively solve problems quickly
• Independent, excellent time management and organizational skills
• The ability to resolve 10–15 tickets per hour to maintain a backlog reduction
• Proven track record of consistently having a minimum of 90% quality score
• You are able to work any 8-hour shift in the 24-hour day, weekends and public holidays
• You have experience with using Gorgias & Gorgias AI
• You have experience with using Shopify

• Minimum 50 Mbps internet connection
• Minimum 8GB RAM – Intel i5 10th gen
• Quiet working environment
• Noise-canceling headset
• No desktops
• No Chromebook, no LINUX

• This is a full-time role
• The role reports directly to the Customer Service Team Leader
• Only recruiting from Jamaica for this role
• Compensation: JMD 77,500
• Flexible to work any minimum 8 hour shift in the 24 hour day, minimum two weekend days each month and on public holidays

• Tickets per hour - 12
• Tickets per day/shift - 90
• Messages per ticket < 3
• CSAT > 4