Customer Service Representative - Remote Contractor

Customer Service Representative

As a Customer Service Representative for OnePlus North America, you will serve as the front-line voice, chat, and email contact for OnePlus customers across the United States and Canada. You will provide exceptional service by resolving inquiries related to orders, repairs, warranty, products, and promotions, while maintaining the OnePlus DNA of speed, sincerity, and empowerment. You will also collaborate with technical support teams, logistics partners, and internal systems to ensure a seamless customer experience.

Key Responsibilities

• Handle customer inquiries via chat, email, and phone channels with accuracy, empathy, and professionalism.
• Manage cases through RightNow and / or Freshdesk CRM, ensuring timely updates and resolution within SLA.
• Verify customer information, purchase details, and warranty eligibility using Shopify, NetSuite ERP, and other systems.
• Support customers in product sales, troubleshooting, repair requests, returns, and order tracking.
• Identify and escalate complex or sensitive issues to L2 or Supervisor support teams following defined SOPs.
• Collaborate with service partners (e.g., Acer, FutureTel, Servify, Apkuto, FedEx) to ensure timely ticket status updates and resolution.
• Follow OnePlus's Complaint Handling Guidelines and Service Quality Standards for tone, empathy, and accuracy.
• Utilize AI-assist and automation tools (e.g., Retell AI, Freshdesk bots) effectively while maintaining human quality.
• Contribute to NPS goals, FRT / Resolution rate improvements, and customer satisfaction metrics.
• Participate in ongoing training sessions and product updates to stay current with new launches and service policies.
• Record accurate feedback, report recurring issues, and suggest improvements to enhance service efficiency.