Outbound Customer Support
New
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
- Minimum 2–3 years
- Required Skills
- CRMCustomer support
Requirements
- Minimum 2–3 years of experience in a customer support role (call center or outbound phone experience strongly preferred).
- Fluent, clear, confident American English (spoken and written) required for US-based customer interactions.
- Strong phone presence with an engaged, warm, and professional delivery.
- Proven ability to handle difficult conversations calmly and without losing composure.
- Comfortable working within structured call frameworks while adapting naturally.
- Detail-oriented with strong CRM logging discipline.
- Proactive and self-directed work style to meet daily call targets.
- Ability to navigate fulfillment-related conversations such as order status and tracking disputes.
- DTC or e-commerce experience is considered a significant advantage.
- Must be able to work during overlapping US business hours.
Responsibilities
- Execute approximately 50+ outbound calls per day for post-purchase follow-ups and delivery updates.
- Perform review acquisition outreach to verified purchasers to drive Trustpilot reviews.
- Document every call outcome accurately including resolution, sentiment, and follow-up requirements.
- Maintain daily and weekly call volume targets set by the CS Manager.
- Monitor and maintain CSAT and call quality scores within defined benchmarks.
- Surface recurring complaint patterns and objections for SOP improvements.
- Escalate sensitive or high-risk customer situations immediately.
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