Customer Service Representative

Rosabella is a rapidly growing wellness and supplements company focused on helping women through different stages of their wellness journey. The company operates as a remote-first organisation with an international team and places a strong emphasis on performance, quality, accountability and continuous development.

The Customer Service Representative will serve as a key point of contact for Rosabella customers, assisting with enquiries relating to orders, products, billing, refunds and shipping. The position combines live telephone support with email and chat-based customer service, meaning successful candidates must be comfortable communicating with customers across multiple channels during the same shift.

The role forms part of a growing Customer Service team that also provides dedicated email and social media support. Employees will work assigned shifts, with rest days determined according to operational coverage requirements rather than a fixed weekly schedule.

Who Should Apply?

This opportunity is suited to candidates who have previous customer service experience and are comfortable supporting customers through both telephone and written communication channels.

Applicants should be able to communicate clearly and professionally in English, manage customer enquiries efficiently and work within performance targets. Experience in e-commerce, direct-to-consumer businesses, subscription services or customer support platforms would be advantageous.

Candidates must also have a reliable primary internet and device setup, as well as a backup device and internet connection. The role requires participation in camera-on coaching sessions and team meetings.

This position may not be suitable for applicants who only want telephone-based or written customer service work, as the role requires employees to move between both channels.

The successful candidate may be responsible for the following:

Customer Support

• Live Call Support: Handle inbound and outbound customer calls relating to orders, products, billing, refunds and shipping.
• Email and Chat Support: Respond to customer enquiries through email and chat while providing clear and accurate information.
• Issue Resolution: Investigate customer problems and resolve matters within the employee's scope of responsibility.
• Escalations: Escalate complex or sensitive customer issues to the appropriate leadership team with sufficient background information.

Ticket and Case Management

• Ticket Queue Management: Manage an assigned customer support queue while also providing live call coverage.
• Prioritisation: Organise customer cases according to urgency and response-time requirements.
• Documentation: Maintain accurate and complete customer interaction records in Richpanel.

Quality and Performance

• Brand Standards: Follow company SOPs, approved response macros and brand voice guidelines while maintaining a natural and helpful communication style.
• Performance Targets: Work towards customer service targets including CSAT, first response time and resolution time.
• Coaching: Participate in coaching sessions and team meetings and apply feedback to improve customer service quality.

Customer Insights

• Pattern Reporting: Identify recurring customer complaints, issues and trends and communicate these to leadership so that underlying problems can be addressed.

Qualifications

No specific academic qualification is stated in the provided vacancy information.

Experience

• Previous customer service experience is required.
• Experience covering both telephone and written/ticket-based customer support is preferred.
• Experience in direct-to-consumer, e-commerce or subscription-based customer service would be advantageous.
• Previous experience using Richpanel or a similar helpdesk platform would be beneficial.

Skills and Knowledge

• Clear and professional spoken English communication.
• Strong written English communication skills.
• Ability to handle customer enquiries through telephone, email and chat.
• Ability to move between live customer calls and written support queues during the same shift.
• Ability to manage and prioritise customer tickets according to urgency.
• Ability to document customer interactions accurately.
• Familiarity with customer service systems and helpdesk platforms would be advantageous.

Personal Attributes

• Accountability and ownership of decisions and outcomes.
• Willingness to learn and accept feedback.
• Ability to work in a fast-paced environment.
• Strong attention to customer needs and service quality.
• Ability to work independently in a remote environment.
• Results-focused approach to work.

Additional Requirements

• Reliable primary device and internet connection.
• Reliable backup device and internet connection.
• Quality headset with microphone for calls and meetings.
• Working camera for coaching sessions and team meetings.
• Ability to work an assigned shift.
• Flexibility regarding rest days, which are scheduled according to operational coverage requirements.

What You Should Prepare Before Applying

Applicants should prepare the following:

• An updated CV highlighting previous customer service experience.
• Details of relevant telephone, email, chat or ticket-based customer support experience.
• Information about any experience with e-commerce, subscription businesses or direct-to-consumer companies.
• Details of customer service platforms or helpdesk systems you have used.
• Information about your remote-work setup, including your primary and backup internet/device arrangements.
• Examples of situations where you resolved difficult customer issues, if requested during the assessment process.

Applicants should only submit additional documents when requested through the employer's official application process.

What You Could Expect

This is a fully remote customer service position within a growing international team. The successful candidate will work across live calls and written customer support channels and will be expected to manage customer issues while meeting defined service and response-time targets.

The company describes its environment as performance-focused and fast-paced, with direct coaching and feedback. Employees will participate in coaching sessions and team meetings, including camera-on sessions, and are expected to use feedback to improve their performance.

The position also provides exposure to customer service systems and tools including Shopify, Richpanel, Loop, Checkout Champ, When I Work and Fulfil.

Benefits and Workplace Offerings

The provided vacancy information does not specify employee benefits, allowances, medical aid, retirement benefits or other financial perks.

The stated workplace offerings include:

• Fully remote working arrangement.
• Coaching and development sessions.
• Participation in an international Customer Service team.
• Exposure to multiple customer service and e-commerce platforms.

Application Process

The stated hiring process consists of the following stages:

1. Initial Screening – Applications are reviewed as part of the initial recruitment process.
2. Written Assessment – Shortlisted candidates complete a written assessment.
3. Live Assessment – Candidates progress to a live assessment.
4. Interview – Suitable candidates participate in an interview.
5. Reference Check – References are checked before the final stage.
6. Onboarding – Successful candidates proceed to onboarding.

Applicants should follow the application instructions provided by Rosabella through its official recruitment channel.

Before You Apply

Before submitting an application, applicants should:

• Confirm that they have previous customer service experience.
• Make sure their CV clearly demonstrates both written and verbal communication skills.
• Highlight experience handling customer enquiries, complaints, refunds, orders or shipping issues where applicable.
• Mention any experience with helpdesk, ticketing or e-commerce platforms.
• Confirm that they have a reliable remote-working setup.
• Ensure that a backup device and internet connection are available.
• Confirm that they are comfortable working assigned shifts.
• Consider whether they are comfortable with camera-on coaching sessions and meetings.
• Be prepared to complete a written and live assessment if shortlisted.

Vacancy Portal's Application Tip

For this Customer Service Representative position, your CV should demonstrate more than simply stating that you have "customer service experience." Highlight the channels you have worked on, such as telephone, email, live chat or ticketing systems, and briefly explain the types of customer issues you handled.

Because this role combines live calls with written support, applicants should also demonstrate strong written communication. If you have worked with platforms such as Shopify, Richpanel or another customer support/helpdesk system, make sure this is clearly visible on your CV. If you have worked remotely before, mentioning your experience managing customer responsibilities independently can also help demonstrate your suitability for the working environment.

Source / Official Application

This opportunity was published by Rosabella.

Applicants should use Rosabella's official recruitment platform to review the complete vacancy information and submit their applications.

Official Application: Application link not provided in the supplied vacancy information.

Company Website: Official company website not provided in the supplied vacancy information.

Disclaimer

Vacancy Portal provides this opportunity as an informational resource for job seekers. Applicants should verify the requirements, salary, closing date and application instructions through Rosabella's official recruitment channel before applying.

Vacancy Portal is not the recruiting employer and does not guarantee employment, shortlisting or selection. All recruitment decisions are made by the employer.