The Email Customer Service Representative will respond to customer inquiries via email with clear, empathetic, and timely support, maintain accurate records, and resolve order, shipping, refund, and product issues across multiple markets. This role is ideal for someone who enjoys written communication and solving customer issues with care.

• Job Location: Remote
• Employment Type: Full-Time
• Salary: Not stated

SmartBuyGlasses is a global leader in online vision care, dedicated to providing innovative optical solutions and exceptional customer experiences. The company works alongside a multicultural team passionate about innovation and optical excellence.

• Respond to customer inquiries via email with clear, empathetic, and timely support.
• Maintain accurate customer records and document interactions in the support system.
• Deliver high-quality service while meeting response time and customer satisfaction targets.
• Collaborate with logistics and internal teams to escalate and resolve complex cases.
• Resolve order, shipping, refund, and product issues across multiple markets.

• Strong written English skills with excellent grammar, tone, and attention to detail.
• Availability to work one of these shifts in Shanghai time: 7:00 AM to 3:00 PM, 2:00 PM to 11:00 PM, or 10:00 PM to 7:00 AM.
• All essential work-from-home equipment and setup needed to perform the role effectively.

Preferred Qualifications

• Previous email-based customer support experience in e-commerce or retail environments.
• Experience handling high email volumes while meeting service-level targets.
• Experience resolving order, refund, shipping, and product-related customer issues.
• Experience using CRM or help desk platforms to manage customer cases.
• Experience handling escalations with logistics teams and supporting customers across multiple markets.

Benefits

• Opportunity to help shape the future of online vision care globally.
• Work alongside a global, multicultural team passionate about innovation and optical excellence.
• Training on new lens technologies and digital tools.

How to Apply

Interested and qualified candidates should Apply here.

Why This Job Might Be a Good Fit

This role is ideal for a customer-focused professional with strong written English skills who enjoys resolving issues through email communication. It offers a remote work arrangement, the opportunity to work with a global team, and training on new lens technologies.

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