Incredible Visibility is seeking customer-focused Customer Experience (CX) Agents to join our growing operations team supporting US-based e-commerce brands. You will serve as the primary point of contact across Email and Live Chat channels, converting inquiries into resolutions and delivering clear, empathetic, and efficient support.
Key Responsibilities
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Email & Chat Management: Manage real-time live chat conversations (handling multiple concurrent chats) and handle email queues promptly.
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Resolution & Escalation: Resolve customer questions on order status, product details, shipping, returns, and billing in a single structured email reply or during live chat exchanges. Process refunds, replacements, and order changes with high accuracy.
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De-Escalation: Handle frustrated customers calmly with strong written empathy, clear grammar, and sound judgment.
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Systems & Documentation: Work across CRMs, order management systems, and e-commerce platforms. Document every interaction thoroughly with case notes and disposition tagging.
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Metrics: Consistently hit performance targets including CSAT, First Contact Resolution (FCR), First Response Time, Average Handle Time (AHT), and QA accuracy.
Work Schedule
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Night Shift (US Pacific Time Alignment): Rotational night shifts operating between 6:30 PM and 10:30 AM IST.
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Mandatory coverage required during major retail peak seasons (Back-to-School, Black Friday, Cyber Monday, and Holiday Peak).
Skills & Qualifications
Preferred Skills
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Proficiency with CX/ticketing platforms: Zendesk, Kustomer, Gorgias.
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Direct experience with Shopify or DTC e-commerce ecosystems.
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Experience working in international/US-facing, cross-cultural environments.
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Degree in any discipline or equivalent professional experience.
Required Qualifications
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3+ years of customer service experience in written support (Email, Live Chat, or Messaging) within an e-commerce setup.
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Flawless American English: Excellent written grammar, phrasing, and vocabulary.
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Concurrency & Speed: Demonstrated ability to multitask and manage multiple live chat windows simultaneously without losing accuracy.
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Technical Savvy: Hands-on experience with CRM tools, e-commerce platforms, Google Workspace, and MS Office.