Customer Service Representative

About the role

Stefanini Group is seeking remote Customer Service Representatives to support customers across North America. The role involves handling enquiries via phone, email and chat, resolving complex issues, managing escalations and documenting interactions while maintaining high customer satisfaction. You will work independently in a fast‑paced remote environment, applying strong problem‑solving skills and meeting departmental KPIs.

Key responsibilities

• Handle inbound customer enquiries through phone, email and chat, providing timely solutions.
• Manage escalated cases, follow up with customers and ensure satisfactory resolution.
• Document interactions, escalations and resolutions in CRM systems.
• Assist customers with orders, returns, refunds and service requests, adhering to PCI standards.
• Coordinate with internal teams such as Store Operations, Risk Management and IT.
• Support team members handling complex customer cases.
• Meet department KPIs and service‑quality standards.

Required profile

• 1–3 years of customer service experience, retail experience preferred.
• High school diploma or equivalent.
• Excellent verbal and written communication skills.
• Strong problem‑solving and decision‑making abilities.
• Ability to work independently in a remote environment and handle difficult situations professionally.
• Advanced computer skills, including Microsoft Office applications.

Required skills

• Microsoft Excel
• Microsoft Word
• CRM systems
• Databases