Customer Service Representative - Live Call

Rosabella is hiring a Customer Service Representative to provide real-time support through live inbound and outbound customer calls. The role involves resolving order, product, billing, refund, and shipping issues; escalating complex cases; documenting interactions; meeting performance targets; and reporting recurring customer issues.

Responsibilities:

• Live Call Support: Handle inbound and outbound customer calls, resolving order, product, billing, refund, and shipping questions in real time
• Issue Resolution & Escalation: Resolve issues within your scope and escalate complex or sensitive cases to leadership promptly and with clear context
• Standards & Brand Voice: Follow macros, SOPs, and brand voice guidelines while still sounding like a real, helpful person on the phone
• Performance Targets: Meet CSAT, first response time, and resolution time targets for the live call channel
• Coaching & Development: Participate in coaching sessions and team meetings with camera on, and apply feedback to improve call quality over time
• Documentation: Maintain accurate, complete case notes and records in Richpanel for every interaction
• Pattern Reporting: Flag recurring issues, complaints, or trends to leadership so they can be addressed at the root cause

Requirements:

• Prior customer service experience, ideally phone-based or call center experience
• A reliable backup device and internet connection, in addition to your primary setup
• A working camera for coaching sessions and team meetings
• A quality headset with a microphone for live calls and meetings
• Ability to work one of the following shifts: 6:00 AM-2:00 PM ET or 2:00 PM-10:00 PM ET, with rest days assigned based on coverage needs
• Clear, professional spoken and written English communication skills
• Comfortable handling a high volume of live calls throughout a shift
• Experience in DTC, e-commerce, or subscription customer service
• Prior experience with Richpanel or a comparable helpdesk platform
• Based in the Philippines or LATAM