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Customer Service Representative - Contractor at OPPO US Research Center. 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.. 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). .. Company Location: United States.