Join the Aventus Team!

We are Aventus — a boutique customer experience BPO based in Charleston, South Carolina, with over a decade of delivering exceptional omnichannel support to 100+ valued clients and partners in the e-commerce space.

Check out our website: www.aventus.com

We’re looking for a customer-focused and highly communicative Customer Service Representative to provide customer support across email and phone channels for assigned e-commerce campaigns. This role is responsible for handling order-related inquiries, resolving customer concerns, managing subscription requests, and ensuring a seamless and positive customer experience.

What You’ll Be Doing

As a Customer Service Representative, you will assist customers with their inquiries and concerns throughout the order and subscription lifecycle while ensuring accuracy, professionalism, and compliance with established Standard Operating Procedures (SOPs) and client guidelines.

Your Core Responsibilities

Customer Support & Inquiry Management

- Respond to customer inquiries via email and phone in a timely and professional manner
- Provide accurate information regarding order status, tracking, shipping, and delivery
- Assist customers with address changes, order modifications, and other order adjustments
- Handle wholesale and retail customer inquiries
- Maintain clear, courteous, and effective communication throughout every interaction

Order Management & Resolution

- Process refund requests and order cancellations in accordance with established procedures
- Assist customers with order changes, adjustments, and other transaction-related concerns
- Investigate order-related issues and provide appropriate resolutions
- Handle inquiries involving orders seized by law enforcement in accordance with client guidelines and established procedures
- Escalate complex or unresolved concerns to the appropriate team when necessary

Subscription Management & Customer Retention





- Assist customers with subscription management, including modifications, cancellations, and related inquiries
- Identify opportunities to retain subscribers by understanding their concerns and providing appropriate solutions
- Support customer satisfaction and retention through effective communication and problem-solving
- Provide accurate information regarding subscription terms, changes, and available options

Store Credit & Discount Support

- Process store credits in accordance with established SOPs or specific client instructions
- Assist customers with discount-related concerns, including troubleshooting discount codes and explaining how to apply available promotions
- Address issues involving discounts that are not working or have not been applied correctly
- Ensure all credits, discounts, and related adjustments are processed accurately and within authorized guidelines

Quality & Compliance

- Follow established SOPs, client requirements, and internal processes when handling customer concerns
- Maintain accurate documentation of customer interactions, transactions, and resolutions
- Ensure accuracy and attention to detail when processing refunds, cancellations, credits, and order adjustments
- Maintain professionalism, efficiency, and a customer-focused approach in all interactions
- Meet campaign-specific performance metrics and quality standards

Team Collaboration & Adaptability

- Collaborate with team members and relevant departments to resolve customer concerns
- Adapt to changing client requirements, policies,



and campaign procedures
- Participate in coaching sessions and incorporate feedback to improve performance
- Contribute to team goals by maintaining productivity, service quality, and customer satisfaction

What You’ll Bring to the Table

- Experience: Customer service or call center experience preferred, particularly in e-commerce or online retail support
- Communication: Strong verbal and written English communication skills
- Customer Focus: A genuine commitment to providing excellent customer service and positive customer experiences
- Problem Solving: Ability to investigate concerns, identify solutions, and resolve issues efficiently
- Attention to Detail: Ability to accurately process orders, refunds, store credits, discounts, and subscription changes
- Adaptability: Comfortable working in a fast-paced environment with evolving client requirements
- Organization: Ability to manage multiple inquiries and prioritize tasks effectively
- Technical Skills: Familiarity with customer support tools and systems, such as:
- CRM systems
- E-commerce platforms
- Email and ticketing systems
- Order management systems
- Remote communication tools

What’s In It For You?

- 100% Remote Work – Work from anywhere in MX
- Career Growth – Opportunities within Operations
- Competitive Pay – $6/hr + benefits as an independent contractor
- Supportive Culture – Work with experienced leadership
- Meaningful Work – Help customers resolve concerns and enjoy a seamless shopping experience
- Long-Term Stability – Join a growing company

Ready to Support Customers with Precision?

If you're passionate about customer service, enjoy solving problems, and thrive in a customer-focused environment, we’d love to meet you! Join Aventus and help us deliver exceptional e-commerce customer experiences.

Job Types: Full-time, Temporary

Work Location: Remote

📌 Customer Service Representative (México)
🏢 Aventus
📍 México