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Role Description

We are looking for a Customer Service Representative (Chat & Email Support) who can assist customers with their inquiries and provide accurate information about our products, services, and promotions. Beyond traditional support, we are also seeking someone with knowledge or background in AI, as we continue aligning our chat operations with AI-driven tools and processes.

• Assist customers daily via chat and email
• Handle inquiries for English-speaking markets (style of glasses, sunglasses, prescription questions, order status, warranty issues, etc.)
• Provide product recommendations and introduce customers to upgrades, higher-value items, or add-ons to enhance their purchase experience
• Deliver consistent, accurate, and detail-oriented support with a focus on quality service
• Collaborate effectively within a team and adapt to structured workflows
• Leverage AI tools (where applicable) to improve efficiency and customer experience

Qualifications

• Fluency in verbal and written English; additional languages are an advantage
• Customer service experience preferred (e-commerce experience is a plus)
• Knowledge or familiarity with AI tools/applications that support customer service operations
• Strong time management and documentation skills
• Amenable to working the graveyard shift, including weekends
• High-speed, stable internet connection

Benefits

• Performance bonuses
• Free designer glasses annually
• Annual/Sick Leaves
• Career development/learning program
• Fast-paced, dynamic, and multicultural work environment

Company Description

SmartBuyGlasses Optical Group is one of the world’s leading designer eyewear e-retailers, with sites in more than 30 countries. With over 200 employees, we retail the world’s best eyewear brands, including Ray-Ban, Tom Ford, Gucci, and many more. SmartBuyGlasses has a young, international, entrepreneurial culture promoting fast career progression and self-development.

• We are the team members of SmartBuyGlasses, making something great.
• We are MoGos, a truly multifaceted team from the four corners of the globe.
• Our dynamic personalities are our strength; our ambition is what drives us forward.
• We empower our team members by offering unique opportunities to build their skills and accelerate their careers.
• We give back to the communities where we operate through our buy-one-give-one program.