Customer Care Specialist

A full-time remote Customer Care Specialist role for a fast-growing eco-friendly e-commerce brand selling Home & Kitchen products across multiple online platforms and physical stores, focusing on customer support, community engagement, and brand reputation management.

Location: Remote

Responsibilities

• Respond to customer inquiries via email, live chat, and social media messages in a timely, friendly, and accurate manner.
• Actively reach out to customers via social media platforms (e.g. Instagram, Facebook) and WhatsApp groups to share helpful content, product updates, and support.
• Handle customer questions related to orders, shipping, product issues, warranties, and returns.
• Marketplace reviews management: apply strategies to maximize positive reviews and minimize negative ones.
• Brand reputation management: interact with potential customers in social media, Reddit and other platforms to lead positive conversations about the brand.
• Look for opportunities to upsell or cross-sell relevant products through helpful and personalized communication.
• Accurately document all customer interactions in the CRM system.
• Work cross-functionally with internal teams to resolve customer concerns efficiently.
• Maintain a consistent tone of kindness, calmness, and professionalism in all written communication.
• Contribute ideas to improve the overall customer experience and engagement strategy.

Requirements

• Fluent English speaker with excellent written communication skills.
• Prior experience in email/chat-based customer support (experience in e-commerce or online retail is a strong advantage).
• Empathetic, solution-oriented, and attentive to detail.
• Confident using CRM tools, chat platforms, and social media channels for customer engagement.
• Comfortable with proactive outreach and community interaction.
• Tech-savvy and quick to learn new systems and tools.
• Well-organized, self-motivated, and capable of managing multiple tasks in a remote setting.
• A friendly, calm demeanor and a genuine desire to help others.

Benefits

• Work for a market-proven, fast-growing international company.
• Competitive and timely salary.
• Supportive and friendly work environment.
• Be a part of something bigger, where you can have autonomy over your work.
• Fully remote work and flexible working hours (work from whatever place).