Contract Based Customer Service Specialist

Who We Are

emater is a fast-growing, performance-driven e-commerce company — the parent company behind four DTC brands creating global impact. Based in Miami, with offices in Armenia and Israel and a team spanning the globe, we handle everything in-house from A to Z: operations, marketing, product development, and customer experience. 

At emater, we believe that great results come from unity, responsibility, and contribution.

We build together, take responsibility for what we’ve been given, and create real value — for ourselves and for others.

Our work doesn’t stop with us.

What we build reaches beyond our company — to our customers, our partners, and people around the world.

Currently we're looking for a Customer Service Specialist (Contract Based) to join our team. 

The Customer Service Specialist will be responsible for providing exceptional customer service to our online customers, resolving their issues, and ensuring a positive experience for all customers. They will also closely work with our marketing and operations teams to ensure customer satisfaction and resolve any issues. 

This is an on-site position with rotating shifts, from September through January. Strong performance during this period may lead to an offer of a permanent role.

Job Responsibilities:

• Respond to customer inquiries and resolve any issues via phone, email, and live chat 
• Manage and resolve customer complaints, requests, and inquiries in a timely and professional manner.
• Provide accurate and complete information about company products and services
• Process orders, returns, and exchanges, ensuring accuracy and efficiency.
• Work closely with marketing and technical teams to ensure customer satisfaction and resolve any issues.
• Maintain accurate records of customer interactions and transactions using our CRM system.
• Generate upsell opportunities.
• Stay up-to-date with product knowledge, promotions, and company policies and procedures.
• Dealing with escalated cases with appropriate product knowledge and patience.
• Resolve conflict cases with the customers providing accurate information.
• Continuously look for opportunities to improve the customer experience and suggest process improvements to the management team.
  

Job Requirements:

• Native or bilingual knowledge of English language with excellent verbal and written communication skills.
• 2+ years of customer service experience, preferably in a fast-paced e-commerce environment.
• Ability to multitask, prioritize, and manage time effectively.
• Strong problem-solving skills and the ability to think creatively to resolve issues.
• Experience using CRM software and other customer service tools.
• Strong attention to detail and organizational skills.
• Flexibility to work evenings, weekends, and holidays as needed (rolling shift).
• Positive attitude and willingness to learn and grow with the company.
  

What It Means to Work at emater

Working at emater is not for everyone.

It means:

• Taking ownership, not waiting for instructions
• Being accountable for results, not just effort
• Staying aligned with the team, even when it’s not easy
• Being willing to grow, learn, and improve constantly
  
  

It also means:

• You are trusted
• You are supported
• You are part of something bigger than yourself