Customer Relations Representative - (Remote or Hybrid)

Customer Service / Public Relations / Call Center

About the Employer

Job Description

WE ARE HIRING!

Customer Relations Representative

Sri Lanka (Remote or Hybrid) • Full-Time

About WebLife

At WebLife, we are a pioneering force in e-commerce, serving as the largest distributor of mailboxes across the U.S. For over 16 years, our commitment to innovation and excellence has driven us to build best-in-class support teams, advanced data-driven marketing strategies, and leading e-commerce stores. We operate with a startup spirit and offer work-from-home flexibility that empowers our team to thrive in a culture of growth and learning.

About the Role

As a Customer Relations Representative, you will play a critical role in nurturing and maintaining customer relationships. You will be responsible for swiftly resolving customer issues, ensuring a positive experience, and fostering long-term loyalty. Your focus will be on managing Post Delivery Issues (PDI), responding to customer reviews, and handling returns, all while ensuring customer satisfaction and encouraging repeat business.

Key Responsibilities

  • Manage and resolve Post Delivery Issues (PDI) by providing timely and effective solutions that meet the customer’s needs.
  • Proactively engage with customers who have left reviews, addressing their concerns and seeking ways to turn negative experiences into positive ones.
  • Handle product returns, processing requests efficiently while maintaining a customer-first mindset.
  • Collaborate with internal teams, including support, logistics, and vendors, to ensure smooth issue resolution and clear communication.
  • Track and follow up on customer interactions, ensuring all cases are resolved to a satisfactory conclusion.
  • Maintain a high standard of professionalism and empathy in all customer interactions.
  • Provide feedback on recurring customer issues to improve processes and prevent future concerns.
  • Work night shift (8am PST - 4pm PST ~ 8:30pm - 4:30am SL Time).
  • Expected to handle live calls (20% of time).

Qualifications

  • Previous experience in customer service or customer relations roles preferred.
  • Excellent problem-solving and conflict-resolution skills.
  • Strong communication skills, both written and verbal.
  • Ability to work effectively under pressure and manage multiple cases simultaneously.
  • A customer-centric mindset with a focus on building lasting relationships.

Preferred Skills

  • Experience with CRM systems and ticketing software.
  • Familiarity with e-commerce and returns processes.
  • Ability to analyze customer feedback and suggest improvements.

Benefits

  • Earn competitive pay in USD.
  • Grow in a learning-focused culture.
  • Work on innovative AI-powered projects.
  • Develop your career with growth opportunities.
  • Enjoy the freedom to work from anywhere.
  • Gain experience on US-based projects.

Join the team! Apply Now