Customer Service Representative (Email/Chat - Non-Voice) – Remote

JOB DETAILS

Position Mission

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.

Responsibilities

• 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

COMPANY PROFILE

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. Passionate and effective employees are usually promoted quickly to managerial positions, operating teams with high degrees of ownership.

Who are we?

We are the team members of SmartBuyGlasses, making something great. We are MoGos. MoGos is an acronym from our parent company, Motion Global. We are a truly multifaceted team from the four corners of the globe. Our dynamic personalities are our strength; our ambition is what drives us forward, and together, we are building a company that we can be truly proud of.

Our Core Values

We believe in the empowerment of the individual. We believe that everyone has the right to be who they want to be, achieve their ambitions, and live their dreams. 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. Most importantly, through our buy-one-give-one program, we drive positive change globally, one glass frame at a time.

SMART
MOGOs are outcome-driven. We begin with the end in mind, but we also know that the journey is just as important.

PASSIONATE
MOGOs are passionate about what they do. We believe in making a difference and building strong relationships with our peers.

ENTREPRENEURIAL
MOGOs not only come up with awesome ideas, we take ownership of them and push them forward.

COLLABORATIVE
As MOGOs, we know that our team is stronger than the sum of its parts. Together, we can achieve the impossible!

CARING
As MOGOs, we care for the people and the planet.
 

What’s in it for you?

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

Kindly be advised that only candidates who have been shortlisted will be contacted for further proceedings. We encourage you to visit our website for additional job opportunities and career information.