Outbound Customer Agent
G
GodaDTC Fragrance Skincare
Philippines. Malaysia. Singapore. Vietnam, must overlap with US business hoursFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Fluent, clear, confident American English
- Experience
- 2–3 years
- Required Skills
- ZendeskCRMCustomer support
Requirements
- Minimum 2–3 years of experience in a customer support role.
- Experience in call center or outbound phone roles is strongly preferred.
- Proven experience in DTC or e-commerce environments is a significant advantage.
- Fluent, clear, and confident spoken and written American English.
- Ability to maintain an engaging, warm, and professional phone presence.
- Proven ability to handle difficult conversations and customer complaints calmly.
- Strong proficiency in managing call documentation and CRM logging.
- Proactive, self-directed mindset with the ability to hit defined call targets.
- Familiarity with helpdesk or CRM tools (e.g., Aircall, Gorgias, Zendesk).
- Ability to work during US business hours.
Responsibilities
- Execute approximately 50+ outbound calls per day for post-purchase follow-ups and delivery updates.
- Perform review acquisition outreach, guiding customers through leaving Trustpilot reviews.
- Follow structured call frameworks while adapting naturally when conversations go off-script.
- Log every call outcome accurately in CRM and helpdesk tools.
- Hit daily and weekly call volume targets set by the CS Manager.
- Maintain CSAT and call quality scores within established benchmarks.
- Surface recurring complaint patterns and call objections to the CS Manager.
- Flag sensitive customer situations or escalation risks immediately.
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