Role Description

As a Customer Experience Agent, you will manage customer queries exclusively through email and chat - there is no voice component to this role. You will support e-commerce customers with their orders, accounts, and related concerns, working a night shift aligned to US business hours. This is a remote, work-from-home contract position.

What You'll Do

Handle customer queries via email and live chat, delivering clear, accurate, and empathetic responses Assist customers with order status, tracking, returns, exchanges, refunds, and account-related issues Investigate and resolve complaints by identifying root causes and following through to resolution Maintain response quality and accuracy in line with client SLAs and tone-of-voice guidelines Log and document all interactions accurately in the internal support tool Manage a queue of emails and chats efficiently, prioritising appropriately during high-volume periods Stay current on client policies, ...