Remote Call Center Agent at Drunken Cookies | Torre
Remote Call Center Agent
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Drunken Cookies

Remote Call Center Agent

Drunken Cookies
Posted by
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Emma
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Full-time

Legal agreement: Employment

Compensation
USD800 - 1.2k/month
Non-negotiable
location_on
Remote (for Argentina residents)
Remote (for Peru residents)
Remote (for Venezuela residents)
Remote (for Colombia residents)
Posted 8 months ago

Responsibilities

As a Bilingual Customer Success Specialist for Drunken Cookies, you will be the front line of our brand, handling a mix of live customer interaction and back-office e-commerce management. Live Customer Support: Handle inbound and outbound calls fluently in English and Spanish using CloudTalk to assist customers across the US and Puerto Rico. Ticket Management: Resolve customer issues regarding delayed shipping, damaged products, or refunds via email and chat. E-Commerce Admin: Navigate our Shopify and CRM systems to verify orders, update customer information, and process order changes. Brand Ambassador: Confidently and politely explain our gourmet products (and gently remind customers that our cookies do not contain alcohol!). Order Tracking & Logistics: Coordinate with our team and shipping carriers to ensure timely delivery and resolve missing package claims. What You Need: Requirements This is a fully remote role, but you must treat your workspace like a professional office. We need someone who is tech-savvy, highly organized, and an excellent communicator. Language Fluency: C1 or C2 level (Advanced/Native) in both English and Spanish. You must be completely comfortable handling phone conversations with US-based customers. Time Zone Alignment: Must be available to work 40 hours per week on AST (Atlantic Standard Time / Puerto Rico Time). Experience: 2+ years of experience in Customer Service, BPO, or administrative e-commerce support. (Experience with Shopify, Zendesk, or CloudTalk is a massive plus!) Professional Tech Setup (Non-Negotiable): Internet: Fiber Optic connection with a minimum of 20 Mbps Download / 10 Mbps Upload. Connection: You must be hardwired via Ethernet cable during your shifts (no WiFi). Hardware: A modern computer and a professional USB noise-canceling headset. Power: A backup battery (UPS) for your computer and router to prevent call drops during power fluctuations. Problem-Solving Mindset: You are able to think on your feet, de-escalate angry customers, and find solutions without needing a script for every scenario.
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