Customer Experience Representative

Position: Customer Experience Representative

Location: Remote

Weekdays: 03:00 PM to 12:00 AM CEST

Reports to: Manager of CX

About Front Logix Solutions:

Located in Santa Monica, California, USA, and Skopje, Macedonia, Front Logix is an emerging Business Process Outsourcing (BPO) provider that provides businesses worldwide with next-gen customer experience and customer care services that streamline the way companies engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to develop workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for more extended periods, all while reducing operational costs.

Position Summary:

We are seeking a dedicated and enthusiastic Customer Experience Representative to join our team. In this role, you’ll be the voice of the client’s brand, providing top-notch service to their customers during the busy season and ensuring every interaction reflects the care and quality they put into their jewelry. This is a remote, full-time position, Monday through Friday, 3 PM – 12 AM CEST.

Duties and Responsibilities:

• Customer Service Excellence: Provide exceptional, personalized customer service in all interactions, ensuring customers feel valued, heard, and appreciated.
• Problem Solving: Handle a variety of customer questions or issues via email, live chat, and phone. Stay calm under pressure and find solutions that leave customers satisfied.

• Team Collaboration: Communicate with team members across production, marketing, and customer support to ensure seamless customer experience.
• Website & Order Navigation: Navigate our website and ordering platform (Shopify) with ease to research and resolve customer issues. Work within our third-party logistics (3PL) system to track, look up, and manage order information as needed.
• Policy Communication: Understand and effectively communicate company policies with clarity and kindness.
• Process Management: Assist with online returns, exchanges, and order mishaps smoothly and accurately.

Required Qualifications / Experience / Knowledge:

• Strong written and verbal communication skills
• Ability to work well under pressure and resolve issues quickly
• Experience in customer service or a related field preferred
• Familiarity with e-commerce platforms and order management systems (Shopify a plus)
• Experience working with third-party logistics (3PL) systems preferred
• Team-oriented with a collaborative mindset
• Familiarity with Gorgias and Loop platforms are preferred and considered a strong asset.

Why Join Us?

• Be part of a brand passionate about style, quality, and making people feel good
• Work in a supportive, collaborative, and kind work environment
• Opportunity to gain valuable e-commerce experience

What we offer

• Private health insurance
• Vacation and paid holidays
• Wellbeing program - Sport Master
• Free beverages and snacks
• Social events / team buildings
• Diverse and inclusive environment
• Location: Skopje, Macedonia
• Compensation: Based on experience