Customer Care Specialist – Email, Chat and Voice
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Job Description
Customer Care Specialist resolving phone, email, and chat issues for UA Brands’ medical and culinary apparel customers. Handling orders, billing, refunds, troubleshooting, and service metrics.
Responsibilities:
- Manage inbound phone calls, emails, and chats across different queues
- Take complete ownership of each customer interaction from first contact through final resolution
- Document interactions and provide follow-up when required
- Resolve billing inquiries, order placement or modification, exchanges, refunds, and system troubleshooting
- Navigate multiple internal systems while meeting handle-time, quality, and compliance expectations
- Balance customer satisfaction with business guidelines to ensure fair and consistent outcomes
- Handle sensitive and confidential customer information professionally and discreetly
- Collaborate cross-functionally
- Support offline tasks, special projects, or other departments during lower contact-volume periods
- Maintain professionalism, empathy, and accuracy in a high-volume, phone-intensive environment
- Meet quality, productivity, and customer satisfaction metrics
Requirements:
- Advanced active listening, verbal, and written communication skills in English
- Ability to work effectively with a diverse team in a fast-paced, metric-driven environment
- Strong organizational skills with the ability to manage time, priorities, and detailed documentation
- Sound analytical thinking and decision-making capabilities
- Demonstrated reliability, accountability, and a team-oriented mindset
- Minimum 2 years of phone-based call center experience supporting a U.S. Retail and/or E-Commerce business
- Experience handling international customer calls, emails, and chats, preferably within a U.S. process
- C2-level English proficiency (verbal and written)
- Minimum 40 WPM typing speed
- Prior experience working in a remote environment
- Quiet, private, distraction-free home workspace with no conflicting responsibilities during scheduled shifts
- Minimum Internet Speed: 100 Mbps upload/download
- 9 hours of power backup to ensure uninterrupted connectivity
- Flexibility to support U.S. business hours, including weekends, holidays, and occasional overtime based on business needs
Benefits:
- Company-sponsored medical insurance for employees and family members
- Company-sponsored life insurance for employees
- Company-sponsored Group Personal Accidental insurance for employees
- Company-sponsored Gratuity Benefit
- Continuous remote work
- Hardship Allowance paid over and above the employee’s monthly salary
- Extended Hardship Allowance paid over and above the employee’s monthly salary
- Paid Vacation / Earned Leave
- Maternity Leave, Compensatory Off Leave, Bereavement Leave, and Paternity Leave as per the applicable norms
- Holiday Pay
- Referral Program - Get paid to work with Friends
- Regular Recognition, Social Activities, Events, and Birthday Celebrations
- Company computer equipment provided for business use
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