Customer Service Representative — Retail E-Commerce

Customer Service Representative — Retail E-Commerce

Are you someone who gets genuinely excited about helping people celebrate? Whether it’s a classroom birthday party, a backyard graduation bash, or a holiday craft project that finally came together — the moments our client makes possible matter to real people.

Focus Services is looking for a Customer Service Representative to join our San Salvador team in support of a leading U.S.-based direct-to-consumer retail brand specializing in party supplies, seasonal décor, toys, and craft essentials.

Our client’s customers are planners, parents, teachers, and event organizers who depend on fast, friendly service when something goes sideways with their order — and they reach us across phone, email, and chat.

In this role, you’ll be the friendly, knowledgeable voice and text on the other end of every contact. You’ll help customers track orders, resolve issues, navigate promotions, and feel confident that their celebration is still on.

No deep product expertise is required on day one — we’ll train you on the client’s catalog, tools, and service standards. What you bring is energy, warmth, and the discipline to handle high-volume contacts efficiently and accurately.

What You’ll Do

• Handle inbound customer contacts across phone, email, and chat channels using the client’s contact management platform.
• Assist customers with order status, delivery timelines, item availability, returns, exchanges, and account inquiries.
• Support customers enrolled in the client’s loyalty rewards program, including point balances, redemptions, and promotional eligibility.
• Resolve customer concerns efficiently on the first contact, minimizing the need for callbacks or follow-up.
• Navigate multiple systems simultaneously during live contacts while maintaining accuracy on every order and customer record.
• Meet or exceed individual performance targets, including Contacts per Billable Hour (CPBH), Average Handle Time (AHT), QA Score, and Occupancy benchmarks.
• Escalate order discrepancies, shipping exceptions, or billing disputes to the appropriate internal teams when resolution requires escalation.
• Stay current on seasonal promotions, catalog updates, and policy changes — the business is highly seasonal and promotional pacing moves fast.
• Represent the brand with professionalism and genuine care on every contact — a customer ordering supplies for their child’s birthday deserves the same attention as any high-value transaction.
• Maintain full attendance and punctuality — being ready at the start of your scheduled shift is a baseline expectation.

What We’re Looking For

• 1+ year of customer service experience in a call center, BPO, or contact center environment.
• Strong verbal and written English communication skills, CEFR B2 minimum; B2–C1 preferred.
• Comfortable handling high contact volume across multiple channels while maintaining accuracy and warmth.
• Able to multitask across screens, CRM platforms, and order management systems during live customer interactions.
• Detail-oriented: order accuracy matters — a missing item, a wrong shipment, or a misdirected package is a big deal to the customer receiving it.
• Positive, upbeat communication style that fits a brand built around celebration and fun.
• Flexible availability for shift-based scheduling, including evenings, weekends, and Salvadoran holidays as required by business hours.
• Must successfully complete a background screening prior to start.
• Experience with multi-channel contact platforms, including chat, email, and phone queues, is an advantage.

What We Offer

• Competitive base compensation with performance-based incentives tied to productivity and quality metrics.
• Structured onboarding with full product, platform, and service standards training — you’ll be ready for every queue before you take your first live contact.
• Ongoing coaching, QA feedback, and a clear 90-day performance ramp so you always know exactly where you stand and what to work on.
• A high-energy team environment where strong performers are recognized and consistently developed.
• Exposure to one of the U.S.’s most established direct-to-consumer retail brands, serving millions of customers across a wide range of occasions and product lines.
• Clear path for growth within the Focus Services organization as the program scales.

Our Ethos

At Focus Services, we believe the best customer experiences aren’t scripted — they’re built on training, trust, and genuine human connection.

When you represent our client, you’re not just processing orders. You’re helping a parent pull off their child’s birthday party, helping a teacher stretch a tight classroom budget, and helping someone make a memory out of an occasion they care about.

The contacts are high-volume and fast-paced, but behind every one of them is a person who’s counting on things going right.

We take that seriously. Our job is to develop agents who do too.