Customer Service Analyst - Remarkable AI

About Remarkable AI (Chatdesk)

At Chatdesk (DBA Remarkable AI), we help leading e-commerce brands attract, support, and retain customers through social, email, chat, and SMS. Our Experts use our innovative AI platform to deliver faster, smarter, and more personalized service.

Remarkable AI is committed to delivering exceptional service and support to our clients, and we are looking for a dedicated Customer Service Analyst to join our growing team.

About the Job

The Customer Service Representative will be the front line of support for Remarkable AI's clients, responsible for delivering outstanding service and resolving customer inquiries efficiently and effectively. This position is remote role and one that requires a strong commitment to quality, excellent communication skills, and the ability to work in a fast-paced environment.

Key Responsibilities

• Manage, track, and resolve issues related to Shipment of orders.
• Directly contact stores and warehouse teams to track shipments, resolve logistics bottlenecks, and gather critical order updates.
• Act as the advocate for the customer by following up on store updates and communicating order statuses clearly and promptly back to clients.
• Process customer returns, generate accurately formatted return shipping labels.

Execution & Performance

• Meet daily performance targets and complete all assigned tasks on time.
• Prioritize daily workload effectively to balance urgent shipment issues and standard operational tasks.
• Maintain a high standard of quality in every customer resolution and operational detail.

Communication & Guidelines

• Respond to customer inquiries strictly within the operational scope outlined in Notion, adhering closely to guidelines provided by team leads.
• Complete assignments promptly, maintaining a strong focus on target response times.
• Proactively communicate questions, roadblocks, or challenges to your team lead via Slack.
• Notify team leads immediately if you encounter any challenges or an inability to complete assigned tasks.
• Maintain quick communication with team leadership, responding to messages and questions ideally within two hours.

Dont's

• Don't manipulate ticket counts or records. All data must be accurate to ensure we can properly track performance and allocate resources.
• Don't conceal quality issues. Instead, report them immediately to your team lead. Timely reporting allows us to address problems and prevent them from escalating.
• Don't be offline or inactive during your scheduled shift. You're expected to be available and responsive to the needs of the business and your colleagues.
• Don't abandon a scheduled shift. If you need to leave, arrange a shift swap with a colleague and secure the necessary approval. This helps maintain service continuity.
• Don't repeat mistakes. Instead, take feedback as a chance to learn and grow. Consistently implement corrections to improve your performance.

Qualifications

• Proven experience in a customer service role.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and as part of a team.
• Proficiency in using customer relationship management (CRM) software and communication platforms like Slack.
• Ability to manage time effectively and prioritize tasks.
   

You’re an Ideal Fit If You

• Thrive on new opportunities and challenges
• Communicate clearly and professionally
• Love solving problems and helping others
• Have customer service or client support experience 

Working Hours
Working hours is 4:00 PM - 11:00 PM COT

Compensation
The compensation for this role is $1,920,000.00 COP monthly.

More Information

Learn more on our Remarkable AI Expert page.
Ready to make an impact? Apply today and help customers love the brands they use every day!