Note: The job is a remote job and is open to candidates in USA. Rosabella is hiring a Customer Service Representative to provide real-time support through inbound and outbound customer calls. The role resolves order, product, billing, refund, and shipping issues; escalates complex cases; documents interactions; meets performance targets; and reports recurring customer issues.
Responsibilities
- Live Call Support: Handle inbound and outbound customer calls, resolving order, product, billing, refund, and shipping questions in real time
- Issue Resolution & Escalation: Resolve issues within your scope and escalate complex or sensitive cases to leadership promptly and with clear context
- Standards & Brand Voice: Follow macros, SOPs, and brand voice guidelines while still sounding like a real, helpful person on the phone
- Performance Targets: Meet CSAT, first response time, and resolution time targets for the live call channel
- Coaching & Development: Participate in coaching sessions and team meetings with camera on, and apply feedback to improve call quality over time
- Documentation: Maintain accurate, complete case notes and records in Richpanel for every interaction
- Pattern Reporting: Flag recurring issues, complaints, or trends to leadership so they can be addressed at the root cause
Skills
- Prior customer service experience, ideally phone-based or call center experience
- A reliable backup device and internet connection, in addition to your primary setup
- A working camera for coaching sessions and team meetings
- A quality headset with a microphone for live calls and meetings
- Ability to work one of the following shifts: 6:00 AM-2:00 PM ET or 2:00 PM-10:00 PM ET, with rest days assigned based on coverage needs
- Clear, professional spoken and written English communication skills
- Comfortable handling a high volume of live calls throughout a shift
- Experience in DTC, e-commerce, or subscription customer service
- Prior experience with Richpanel or a comparable helpdesk platform
- Based in the Philippines or LATAM
Benefits
- Fully remote position
- Direct coaching and feedback culture, with camera-on coaching sessions
Company Overview