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SmartBuyGlasses is hiring for a Remote Email Customer Service Representative in Nigeria. This full-time remote opportunity is suitable for candidates with strong written English, customer service skills, and experience handling email-based support.
Job Overview
Job Title: Email Customer Service Representative
Job Type: Full-time
Job Location: Remote, Nigeria
Department: Customer Service
Work Mode: Remote
Experience: Previous customer support experience preferred
About the Role
As an Email Customer Service Representative, you will support customers through clear, accurate, and timely email communication. The role involves resolving customer issues, maintaining support records, coordinating with internal teams, and ensuring a positive customer experience from initial contact through resolution.
Key Responsibilities
- Respond to customer inquiries via email with clear and empathetic communication.
- Maintain accurate customer records and document interactions in the support system.
- Meet response-time and customer satisfaction targets.
- Collaborate with logistics and internal teams to resolve complex customer cases.
- Handle order, shipping, refund, and product-related issues.
- Support customers across multiple international markets.
- Escalate complex cases to the appropriate internal teams when required.
Required Qualifications
- Strong written English skills with excellent grammar and attention to detail.
- Excellent written communication and customer service skills.
- Ability to work one of the required shifts based on Shanghai time:
- 7:00 AM to 3:00 PM
- 2:00 PM to 11:00 PM
- 10:00 PM to 7:00 AM
- Reliable work-from-home equipment and a suitable remote working setup.
Preferred Qualifications
- Previous email-based customer support experience in e-commerce or retail.
- Experience managing high volumes of customer emails.
- Experience meeting service-level and response-time targets.
- Experience handling orders, refunds, shipping, and product-related issues.
- Familiarity with CRM or help desk platforms.
- Experience handling escalations with logistics teams.
- Experience supporting customers across multiple markets.
Benefits
- Opportunity to contribute to the future of online vision care globally.
- Work with a global and multicultural team.
- Exposure to innovation and optical technology.
- Training on new lens technologies and digital tools.
- Remote working opportunity.
Who Can Apply?
Candidates in Nigeria who have strong written English communication skills, a reliable remote working setup, and an interest in customer service can consider this opportunity. Previous e-commerce, retail, email support, or CRM experience is an advantage.
How to Apply
Interested and eligible candidates can apply online through the official job application page:
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Frequently Asked Questions
Q1. What is the job title?
The position is Email Customer Service Representative.
Q2. Is this a remote job?
Yes, this is a full-time remote position based in Nigeria.
Q3. What are the required working hours?
Candidates must be available for one of the shifts specified in Shanghai time: 7:00 AM–3:00 PM, 2:00 PM–11:00 PM, or 10:00 PM–7:00 AM.
Q4. Is previous customer service experience mandatory?
Previous email-based customer support experience is listed as a preferred qualification, while strong written English and the ability to meet the role’s requirements are essential.
Q5. What type of customer issues will be handled?
The role involves handling orders, shipping, refunds, product issues, and customer inquiries through email.
Q6. Can candidates apply online?
Yes. Candidates can submit their application through the online application link provided above.
