Customer Service Representative - Remote

Car Parts UK, a growing UK-based e-commerce business, is seeking a reliable and organized Customer Service Representative to join its remote team. This role centers on delivering professional and efficient customer support through various channels such as email, chat, and occasional calls. The ideal candidate effectively handles customer inquiries related to orders, deliveries, returns, and products, ensuring all communications meet company standards. The position operates strictly remote with fixed working hours from 2:00 PM to 10:00 PM Pakistan time, requiring a dedicated home workspace, stable internet, and reliable power backup. This role requires strong proficiency in understanding UK English, including accents and common expressions, and excellent communication and interpersonal abilities. The successful candidate must manage multiple customer requests simultaneously, follow detailed processes accurately, and maintain precise records within internal systems. While prior experience in customer service or e-commerce is preferred, comprehensive training on company products and procedures is provided. This position does not involve team management but demands self-motivation, accountability, and a commitment to long-term growth with Car Parts UK.

Candidates should have:

• Strong written and spoken English
• Ability to clearly understand UK English, including different UK accents and everyday terminology
• Confidence communicating professionally with UK-based customers
• Excellent communication and interpersonal skills
• Good problem-solving skills
• Strong attention to detail
• Ability to manage multiple customer enquiries and tasks at the same time
• Good computer skills and confidence using online systems
• Good working knowledge of Microsoft Office, Microsoft Teams and Outlook
• Ability to follow detailed processes and instructions accurately
• Good organisational and time-management skills
• A reliable, punctual and professional approach to work
• Ability to work independently and take responsibility for assigned tasks

Previous experience in customer service, customer support, e-commerce or a similar role is preferred.

• Monday to Friday
• 2:00 PM 10:00 PM Pakistan time
• Fully remote
• Fixed working hours throughout the year

Candidates must be available to work these hours consistently.

Candidates must have:

• A personal laptop or desktop computer suitable for daily work
• A stable high-speed internet connection
• Reliable electricity with UPS, inverter or generator backup
• A quiet and professional workspace suitable for customer calls and business communication

Full training will be provided on our products, internal systems and company procedures.

We are looking for someone who wants a stable, long-term position and is willing to learn, develop their knowledge and become a dependable member of the team.

The ideal candidate will be self-motivated, accountable and comfortable managing their own workload while working remotely.

• Respond promptly and professionally to customer enquiries through email, chat and other online communication channels
• Handle customer phone calls when required
• Assist customers with order enquiries, delivery updates, returns and product-related questions
• Assist with product compatibility and vehicle fitment enquiries
• Request and verify additional information from customers when required
• Follow up on unresolved or outstanding customer issues
• Process and manage customer return requests according to company procedures
• Maintain accurate and up-to-date customer records within internal systems
• Update customer service cases, case notes and internal tasks
• Escalate complicated or unresolved issues when necessary
• Carry out general e-commerce and administrative tasks
• Follow company procedures and customer service standards
• Use Microsoft Teams, Outlook and other online systems for communication and daily work
• Manage multiple customer enquiries and tasks efficiently while maintaining attention to detail