Customer Engagement Agent (Remote)

Job Summary

Austin Bazaar is seeking a customer-focused and detail-oriented Customer Engagement Agent to provide exceptional support to our customers through email, phone, and live chat. This role requires excellent communication skills, sound judgment, empathy, and the ability to resolve customer concerns efficiently while maintaining a positive customer experience.

As our company continues to grow, we are implementing new tools and processes to improve customer experience and operational efficiency. We are looking for someone who is adaptable, eager to learn, and excited to contribute to our company's continued growth. This role is ideal for someone who takes ownership, thrives in a fast-paced environment, and enjoys helping customers while collaborating with cross-functional teams.

📍For applications to be considered a priority, please apply directly:

https://austinbazaar.bamboohr.com/careers/50

Key Responsibilities

• Serve as the primary point of contact for customers via email, phone, and live chat, ensuring professional and timely communication.
• Respond to inquiries related to products, orders, shipping, tracking, returns, refunds, replacements, warranties, and company policies.
• Take ownership of customer issues from initial contact through final resolution, escalating cases when necessary.
• Handle difficult customer situations with professionalism, empathy, and sound judgment while maintaining company standards.
• Coordinate with internal teams including Warehouse, Logistics, Purchasing, Technical Support, Accounting, and Operations to resolve customer concerns efficiently.
• Maintain accurate case notes, customer records, and documentation within company systems.
• Develop a strong understanding of Austin Bazaar's products, services, policies, and customer support procedures.
• Verify customer and order information before processing cancellations, returns, refunds, replacements, or escalations.
• Monitor recurring customer issues and proactively communicate trends, process gaps, or product concerns to management.
• Adapt quickly to new software, systems, and evolving customer support processes as the company continues to grow.
• Demonstrate strong time management skills while effectively handling multiple customer interactions and meeting response time expectations.

Qualifications & Experience

• Bachelor's degree in any discipline (preferred but not mandatory).
• 3+ years of experience in customer service, customer support, contact center operations, e-commerce support, retail support, or a related field.
• Excellent written and verbal English communication skills.
• Experience handling customer interactions through email, phone, and live chat.
• Strong problem-solving and conflict-resolution skills with the ability to make sound decisions.
• Ability to manage multiple priorities while maintaining attention to detail.
• Basic computer proficiency and experience using email, spreadsheets, web-based applications, and customer support tools.
• Ability to work independently in a remote environment while maintaining accountability.
• Reliable internet connection, power backup, and a professional work-from-home setup.
• Previous experience supporting U.S. customers is preferred.
• Experience with Amazon Seller Central, CRM systems, or helpdesk platforms is preferred.
• Music, e-commerce, or online retail experience is preferred.

Pre-Notification for Candidates

While we do not require these documents before the interview stage, candidates should be informed of the following requirements if they receive an offer.

Background Check Process

If an offer letter is provided and signed, the background check process will begin immediately. Candidates will be required to provide the following original (scanned) documents:

• PAN Card
• Aadhaar Card
• Address Proof (if different from Aadhaar)
• Joining Letter from the previous employer
• Relieving Letter or Resignation Acceptance Email
• Last 3 Salary Slips or 6 Months' Bank Statement showing salary credits
• Digital Photograph

Alternative Documents (if applicable)

• Driving License
• Passport
• Last 3 Years' Income Tax Returns / Form 16 / Form 26AS

Background Verification

Candidates should be aware that the background verification process may include, but is not limited to:

• Address Verification
• Education Verification
• Employment History Verification
• Identity Verification
• Criminal Record Check

Mandatory Software Usage

Tracking software is mandatory from Day 1 of employment. This software supports accountability, productivity monitoring, and operational transparency.

Timely Submission of Documents

Candidates must submit all requested documents promptly during the background verification process. Failure to do so may result in the offer being withdrawn.

What We Offer

• Remote work flexibility with a stable six-month contractual opportunity.
• A collaborative and supportive work environment where performance is recognized.
• Opportunities to learn, develop, and grow within a rapidly expanding e-commerce organization.
• Exposure to U.S. customer support operations and cross-functional business processes.
• The opportunity to work with a dynamic team focused on delivering outstanding customer experiences.

📍For applications to be considered a priority, please apply directly:
https://austinbazaar.bamboohr.com/careers/50

If you are a customer-focused professional with excellent communication skills, a strong work ethic, and the ability to thrive in a fast-paced environment while delivering exceptional customer experiences, we encourage you to apply!