Customer Experience Agent

About the role

Praweb Service is looking for four part‑time Customer Experience Agents to handle customer inquiries via email tickets, social media comments and direct messages. You will respond clearly and professionally, resolve routine issues, and ensure every customer receives an update.

Key responsibilities

• Respond to customer support tickets during assigned shifts.
• Answer comments and direct messages on designated social platforms.
• Investigate order, delivery, refund, subscription and product‑related questions.
• Provide clear, accurate updates and record notes, tags and next steps for each case.
• Escalate urgent, medical, product quality, payment, chargeback or fulfillment‑risk cases.
• Follow approved response templates, refund procedures and escalation processes.
• Hand over open cases to the next shift for a smooth transition.
• Maintain professional, empathetic and accurate communication.
• Support live chat once it is launched and the team is trained.

Required profile

• Organised and able to work independently without constant supervision.
• Calm under pressure and able to handle multiple inquiries.
• Strong written English communication skills.

Required skills