Email Customer Service Representative

As an Email Customer Service Representative, you will play an important role in shaping the customer experience through thoughtful, accurate, and timely support. This role is well suited to someone who enjoys written communication, solving customer issues with care, and working across teams to ensure each case is handled effectively from first contact through resolution.

Responsibilities

• Respond to customer inquiries via email with clear, empathetic, and timely support.
• Maintain accurate customer records and document interactions in the support system.
• Deliver high-quality service while meeting response time and customer satisfaction targets.
• Collaborate with logistics and internal teams to escalate and resolve complex cases.
• Resolve order, shipping, refund, and product issues across multiple markets.

Requirements

Required Qualifications

• Strong written English skills with excellent grammar, tone, and attention to detail.
• Availability to work one of these shifts in Shanghai time: 7:00 AM to 3:00 PM / 2:00 PM to 11:00 PM / 10:00 PM to 7:00 AM.
• All essential work-from-home equipment and setup needed to perform the role effectively.

Preferred Qualifications

• Previous email-based customer support experience in e-commerce or retail environments.
• Experience handling high email volumes while meeting service-level targets.
• Experience resolving order, refund, shipping, and product-related customer issues.
• Experience using CRM or help desk platforms to manage customer cases.
• Experience handling escalations with logistics teams and supporting customers across multiple markets.

Benefits

What's in it for you?

• Opportunity to help shape the future of online vision care globally.
• Work alongside a global, multicultural team passionate about innovation and optical excellence.
• Training on new lens technologies and digital tools.