Customer Care Specialist

Our client, a dynamic e-commerce business, offering eco-friendly Home & Kitchen products, is looking for a proactive and empathetic Customer Care Specialist for a full-time remote position.

We are seeking a warm, customer-focused professional who excels in written communication and thrives in digital environments. The ideal candidate has experience in email and chat-based customer service and feels comfortable initiating outreach through social media and messaging platforms. A background in e-commerce or online support is a strong plus.

About the company :

It is a fast-growing brand developing several new green and sustainable products for eco-conscious consumers . Currently, the company sells mostly on Amazon, but it also operates on Shopify, Walmart, and Fair, offering its products in 6 countries (USA, Canada, Mexico, UK, Germany, and Japan). Besides the strong online presence, they also sell in 260+ physical stores and recently closed large distribution partnerships for state-wide USA retail sales.

Key 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 :

What We Offer :