Customer Service Representative - Remote Contractor

As a Customer Service Representative for OnePlus North America, you will serve as the front-line voice, chat, and email contact for OnePlus customers across the United States and Canada. You will provide exceptional service by resolving inquiries related to orders, repairs, warranty, products, and promotions, while maintaining the OnePlus DNA of speed, sincerity, and empowerment. You will also collaborate with technical support teams, logistics partners, and internal systems (RightNow, Freshdesk, NetSuite, Shopify...) to ensure a seamless customer experience.

Key Responsibilities

• Handle customer inquiries via chat, email, and phone channels with accuracy, empathy, and professionalism
• Manage cases through RightNow and/or Freshdesk CRM, ensuring timely updates and resolution within SLA
• Verify customer information, purchase details, and warranty eligibility using Shopify, NetSuite ERP, and other systems
• Support customers in product sales, troubleshooting, repair requests, returns, and order tracking
• Identify and escalate complex or sensitive issues to L2 or Supervisor support teams following defined SOPs
• Collaborate with service partners (e.g., Acer, FutureTel, Servify, Apkuto, FedEx) to ensure timely ticket status updates and resolution
• Follow OnePlus's Complaint Handling Guidelines and Service Quality Standards for tone, empathy, and accuracy
• Utilize AI-assist and automation tools (e.g., Retell AI, Freshdesk bots) effectively while maintaining human quality
• Contribute to NPS goals, FRT/Resolution rate improvements, and customer satisfaction metrics
• Participate in ongoing training sessions and product updates to stay current with new launches and service policies
• Record accurate feedback, report recurring issues, and suggest improvements to enhance service efficiency
  
  

Requirements

• 1-3 years of experience in a customer service, contact center, or e-commerce support environment
• Excellent written and verbal communication skills in English proficiency is an asset
• Strong customer orientation and ability to remain calm under pressure
• Experience using CRM/ticketing systems (preferably RightNow, Freshdesk, Zendesk, or Salesforce Service Cloud)
• Familiarity with Shopify order flows, NetSuite, or similar ERP systems preferred
• Basic troubleshooting knowledge for Android smartphones or consumer electronics
• Strong multitasking and problem-solving skills, with attention to detail
• Willingness to work flexible shifts to support North American time zones (9 AM-6 PM PST, Mon-Fri)
  
  

Key Competencies

• Empathy & Communication
• Analytical Thinking & Ownership
• Collaboration & Accountability
• Adaptability to System and Policy Changes
• Focus on Continuous Improvement
  
  

Performance Metrics

• Customer Satisfaction (CSAT/NPS)
• First Response Time (FRT)
• Average Handle Time (AHT)
• Resolution Rate & Escalation Rate
• Quality Assurance Score
• Adherence to Schedule and Attendance
  
  

Preferred

• Prior experience in consumer electronics or mobile phone industry
• Familiarity with OnePlus products and OxygenOS features
• Knowledge of warranty and consumer law basics (U.S. & Canada)
  
  

Benefits

OnePlus is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. The US base salary range for this position is 20-30/hour. Our salary ranges are determined by role, level, and location.