Email Customer Service Representative
SmartBuyGlasses Optical Group is hiring a full-time Email Customer Service Representative to work remotely from Nigeria. This role is focused entirely on email support - you will help customers globally with orders, shipping, refunds and product questions, ensuring each case is resolved carefully and on time.
Employer: SmartBuyGlasses Optical Group
Location: Remote, Nigeria
Type: Full-time
Description
As an Email Customer Service Representative, you will play an important role in shaping the customer experience through thoughtful, accurate, and timely support. This role is well suited to someone who enjoys written communication, solving customer issues with care, and working across teams to ensure each case is handled effectively from first contact through resolution.
Benefits:
Opportunity to help shape the future of online vision care globally
Work alongside a global, multicultural team passionate about innovation and optical excellence
Training on new lens technologies and digital tools
Responsibilities:
1. Respond to customer inquiries via email with clear, empathetic, and timely support.
2. Maintain accurate customer records and document interactions in the support system.
3. Deliver high-quality service while meeting response time and customer satisfaction targets.
4. Collaborate with logistics and internal teams to escalate and resolve complex cases.
5. Resolve order, shipping, refund, and product issues across multiple markets.
Requirements:
1. Strong written English skills with excellent grammar, tone, and attention to detail.
2. Availability to work one of these shifts in Shanghai time: 7:00 AM to 3:00 PM / 2:00 PM to 11:00 PM / 10:00 PM to 7:00 AM.
3. All essential work-from-home equipment and setup needed to perform the role effectively.
4. Previous email-based customer support experience in e-commerce or retail environments.
5. Experience handling high email volumes while meeting service-level targets.
6. Experience resolving order, refund, shipping, and product-related customer issues.
7. Experience using CRM or help desk platforms to manage customer cases.
8. Experience handling escalations with logistics teams and supporting customers across multiple markets.
Required skills
Strong written English, Attention to detail, Customer service, Problem solving, CRM or help desk platforms, Logistics coordination
Why Apply
Fully remote but global exposure: You will work from home in Nigeria while supporting customers across multiple international markets as part of a multicultural team.
Clear fit for written communicators: The role is ideal if you are strong in written English, detail-oriented, and enjoy solving problems via email rather than phone calls.
E-commerce experience valued: Your past experience handling high email volumes, using CRM/help desk systems, and resolving order and logistics issues directly aligns with what they need.
Growth in a specialized industry: You get training on new lens technologies and digital tools, and a chance to be part of a company shaping online vision care.
Structured shift options: They have 3 defined shifts in Shanghai time - 7:00 AM to 3:00 PM, 2:00 PM to 11:00 PM, and 10:00 PM to 7:00 AM - so you know what to expect.
Before You Apply
Check the shift timing for Nigeria: The shifts are listed in Shanghai time. Convert them to WAT to see if you can work nights - e.g., 10:00 PM to 7:00 AM Shanghai time is 3:00 PM to 10:00 PM WAT.
Audit your written English: This role requires excellent grammar, tone, and attention to detail. Prepare 2-3 samples of professional email responses you've written.
Ready your work setup: You must have all essential work-from-home equipment - stable internet, laptop/PC, quiet workspace, and power backup - to handle high volumes effectively.
Highlight relevant tools and results: In your CV, specifically mention the CRM/help desk platforms you've used, how you met response time and customer satisfaction targets, and experience escalating cases with logistics teams.
Be ready for high volume: If you have experience resolving order, shipping, refund, and product issues in e-commerce or retail, make those examples prominent.
