🌴 Customer Service Representative - Job Code: 36217946423

At Coconut 🥥, we connect founders and businesses with top-tier remote talent while prioritizing meaningful, reliable partnerships. We believe success happens when everyone wins—clients achieve their goals, and our virtual professionals find purpose and growth in their work. We're currently looking for top talent to fill the role below:

VA Role: Customer Service Representative

VA Rate: $8

Availability: 20 hours/week

Time Zone: MDT

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To streamline your application, please carefully review and complete ALL THREE items below before proceeding to the application form.

What to Prepare:

1️⃣ English Proficiency Rating – You will need to enter your CEFR English proficiency level in the application form. If you’re unsure of your rating, you can take a quick assessment here: EF SET Quick Check.

2️⃣ Coconut VA Profile (Resume) – Before submitting your application, please create your Coconut VA profile using this template: Coconut VA Profile Template. ⚠️⚠️⚠️ YOUR RESUME MUST FOLLOW THIS FORMAT. Uploading a resume in a different format will result in delays, as you will be required to resubmit it using the correct template. ⚠️⚠️⚠️

3️⃣ 1-Minute Introduction Video – Record a short introduction video (preferably using Loom) and provide the link in your application. Before you do, check out these video tips and sample videos. Important: By submitting your video, you grant Coconut permission to share it on our platforms to help increase your chances of being matched with a client. Videos with broken or dummy links will result in disqualification.

Application Tips – Set Yourself Up for Success!

🔹 Skip the Autofill Function! Manually enter your answers in the application form. There’s little to import from your resume, and your resume will be screened separately.

🔹 For your Address: We only need your City/Municipality, Province, and Region—no need for full details yet!

🔹 Applying for a Specific Job? Be sure to include the job code in your application.

🔹 Referred by Someone? Let us know who sent you our way! Whether it’s a current Coconut VA, an influencer, or a Facebook group community leader, be sure to include their name. We offer referral bonuses for both you and your referrer (terms and conditions apply).
🔹 Reapplying? Your most recent submission will replace any previous ones. No need to submit multiple times—we’ll automatically consider you for any relevant openings, even if you applied for just one! If you need to update your resume or intro video, feel free to submit a new application.
🔹 Stay in the loop! Join our Hiring Hub or Coconut Facebook Page for updates on open positions and job fairs.

⚠️ Take a moment to review everything before hitting submit. Following these steps carefully will help avoid any delays or disqualification.

Experience Needed:

Customer Communication & Support (via Intercom)

- Provide timely and friendly assistance to customers through our ticketing system.

- Answer inquiries related to package shipment status (including delayed or lost packages).

- Address customer questions about product compatibility and supported camera models, including tracking suggestions for future camera support.

- Guide customers through technical questions, referring them to onboarding documentation or archived solutions, and escalate complex issues as necessary.

Order Management (via internal admin website):

- Manage and resend lost or delayed packages.

- Set up returns or warranty RMAs (via internal admin tools and RMA spreadsheet)

- Issue refunds once returns are verified in our RMA spreadsheet.

- Update customer shipping addresses and hold packages using the internal admin tool when requested.

- Claims and Shipping Coordination:

- Collaborate with customers to gather necessary information for filing claims on missing packages through our fulfillment provider (ShipMonk.com).

- Track and monitor package statuses via ShipMonk's interface.

Social Media Management (via napoleoncat.com):

- Reply to user comments and moderate posts, including hiding spam across social media platforms.

- Documentation & Collaboration:

- Regularly update onboarding materials and customer support documentation within Intercom.

- Work closely with fellow customer support team members and the CEO to escalate and resolve customer issues promptly.

- Schedule and manage regular posting of photos and videos from our media repository to social media platforms (Instagram, Facebook, etc.) using Pallyy.com.

- Research and stay updated on shipping and customs regulations.

- Conduct outreach to influencers to explore partnerships and potential sponsored content.

Good to have:

- A little photography knowledge or interest would be a nice to have, but it's not necessary.

- General technical aptitude would also be a nice-to-have.

Non-negotiable Requirements: The client is very flexible here. The tools are pretty easy to learn, it's more about learning our process and critical thinking ability. Someone who can learn when needed is more important than any particular industry/tool experience.

Industry/Tools Experience: Intercom

We’re all about uplifting lives in Coconut and we make sure we provide benefits that support work-life balance, well-being, and growth. Here’s what you can look forward to as part of the Coconut Community! ✨

✅ Competitive Salary – We recognize your skills and experience with a great compensation package.
✅ 13th Month Pay – Enjoy an extra month’s salary—because who doesn’t love a little bonus?

✅ Paid Time Off – Recharge with 12 days of PTO to use however you like—vacation, self-care, or just a break from it all!
✅ US Holidays Off – Enjoy 12 paid US holidays throughout the year.
✅ Maternity & Paternity Leave – We support growing families with dedicated leave for new parents.

✅ Comprehensive Healthcare – We’ve got you and your family covered with quality healthcare benefits.
✅ Life Insurance* – Our full-time HMO plan includes life insurance for extra peace of mind.
✅ Mental Health Support – Prioritize your well-being with access to mental health consultations and wellness resources.

✅ Milestone Gifts & Birthday Treats – We celebrate your achievements and make your special day even better!
✅ Exciting Team Experiences – Think island getaways, virtual town halls, and regional meetups—because work should be fun, too!

✅ Stay Connected – Be part of a supportive network where you can learn, grow, and connect with amazing people.

Some benefits may vary. Full details will be provided during the onboarding process.