Customer Service Representative - Retail E-Commerce

About the role

Focus Services is hiring a Customer Service Representative for its San Salvador team, supporting a U.S.-based direct-to-consumer retail brand selling party supplies, seasonal décor, toys and craft essentials. Customers reach the team by phone, email and chat, and the agent acts as the friendly, knowledgeable voice and text on the other end of every contact. Training on the client's catalog, tools and service standards is provided.

Key responsibilities

• Handle inbound contacts by phone, email and chat using the client's contact management platform.
• Help customers with order status, delivery timelines, item availability, returns, exchanges and account inquiries.
• Support customers in the loyalty rewards program, including points, redemptions and promotional eligibility.
• Resolve concerns on the first contact and escalate order discrepancies, shipping exceptions or billing disputes when needed.
• Multitask across systems during live calls while keeping order and customer records accurate.
• Meet performance targets such as CPBH, AHT, QA score and occupancy, and stay up to date on seasonal promotions and policy changes.

Required profile

• 1+ year of customer service experience in a call center, BPO or contact center.
• Strong verbal and written English (CEFR B2 minimum, B2-C1 preferred).
• Detail-oriented and able to handle high contact volume across channels.
• Flexible availability for shift work, including evenings, weekends and Salvadoran holidays.
• Background screening required.

Required skills

• Comfortable working with chat, email and phone queues (an advantage).
• Able to multitask across screens, CRM platforms and order management systems.

What we offer

• Competitive base pay with performance-based incentives.
• Structured onboarding and training, ongoing coaching and QA feedback.
• Recognition and development opportunities within Focus Services.