Customer Care Specialist at ScaleJet | eCommerce HR agency in Italy

Our client, a dynamic e-commerce business, offering eco-friendly Home & Kitchen products, is looking for a proactive and empathetic Customer Care Specialist for a full-time remote position.

We are seeking a warm, customer-focused professional who excels in written communication and thrives in digital environments. The ideal candidate has experience in email and chat-based customer service and feels comfortable initiating outreach through social media and messaging platforms. A background in e-commerce or online support is a strong plus.

About the company:

It is a fast-growing brand developing several new green and sustainable products for eco-conscious consumers. Currently, the company sells mostly on Amazon, but it also operates on Shopify, Walmart, and Fair, offering its products in 6 countries (USA, Canada, Mexico, UK, Germany, and Japan). Besides the strong online presence, they also sell in 260+ physical stores and recently closed large distribution partnerships for state-wide USA retail sales.

Key Responsibilities:

• Respond to customer inquiries via email, live chat, and social media messages in a timely, friendly, and accurate manner.
• Actively reach out to customers via social media platforms (e.g. Instagram, Facebook) and WhatsApp groups to share helpful content, product updates, and support.
• Handle customer questions related to orders, shipping, product issues, warranties, and returns.
• Marketplace reviews management: apply strategies to maximize positive reviews and minimize negative ones.
• Brand reputation management: interact with potential customers in social media, Reddit and other platforms to lead positive conversations about the brand.
• Look for opportunities to upsell or cross-sell relevant products through helpful and personalized communication.

• Accurately document all customer interactions in the CRM system.

• Work cross-functionally with internal teams to resolve customer concerns efficiently.
• Maintain a consistent tone of kindness, calmness, and professionalism in all written communication.
• Contribute ideas to improve the overall customer experience and engagement strategy.

Requirements:

• Fluent English speaker with excellent written communication skills.

• Prior experience in email/chat-based customer support (experience in e-commerce or online retail is a strong advantage).

• Empathetic, solution-oriented, and attentive to detail.

• Confident using CRM tools, chat platforms, and social media channels for customer engagement.
• Comfortable with proactive outreach and community interaction.

• Tech-savvy and quick to learn new systems and tools.

• Well-organized, self-motivated, and capable of managing multiple tasks in a remote setting.

• A friendly, calm demeanor and a genuine desire to help others.

What We Offer:

• Work for a market-proven, fast-growing international company.

• Competitive and timely salary.

• Supportive and friendly work environment.

• Be a part of something bigger, where you can have autonomy over your work.
• Fully remote work and flexible working hours (work from whatever place).