US Customer Support Specialist (Voice and Email)
New
H
Hunt StRainwater and plumbing products
You’ll work remotely from the Philippines, US business hours; about 9pm–6am Manila, adjusted for US daylight saving. First 2–4 weeks are on the Australian day shift for training.Contract
Salary1,900 - 2,400 USD per month
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Job Details
- Languages
- Excellent written and spoken English
- Required Skills
- Customer serviceZendeskCustomer support
Requirements
- Have previous US customer support experience, including voice support; chat-only experience is not sufficient.
- Demonstrate excellent written and spoken English.
- Have strong phone communication skills and confidence speaking with customers.
- Be highly organised and self-directed when working independently.
- Be comfortable working US hours and managing priorities with minimal supervision.
- Have experience using ticketing systems, business systems, and/or AI tools.
- Have strong attention to detail and produce clear, structured handover notes.
- Take a proactive approach to customer service and follow issues through.
- Use AI tools with good judgement, check information, spot errors, and identify when a customer issue needs human attention.
- Provide a 1–2 minute voice recording introducing yourself and discussing your customer support experience.
- Provide an example of an AI tool you have used at work and explain how you use it and what it helps you accomplish.
- Disclose any existing ongoing roles or client work and reflect this engagement on your LinkedIn profile as “Independent Contractor”.
Responsibilities
- Answer US customer emails and tickets about order status, tracking, purchase order acknowledgements, documents, and account questions.
- Coordinate with the US third-party logistics partner on stock holds, paperwork, resupply, carrier issues, and parcel invoice queries.
- Monitor US orders in transit and update customers proactively.
- Make outbound calls for callbacks, order queries, delivery updates, and quote follow-ups.
- Take US inbound calls once trained.
- Handle South Africa and UK afternoon tickets.
- Triage overnight Australian tickets and write a ranked handover note for the 7am start.
- Use AI and company systems to draft replies and find answers, checking outputs and flagging errors.
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