Senior Customer Service and Phone Specialist

New

Remote, based in the Philippines., Monday to Friday, 8:00am to 5:00pm Brisbane time (6:00am to 3:00pm Philippine time)ContractSenior

Salary not disclosed

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Job Details

Languages: Excellent spoken English, easily understood by Australian and US customers, and comfortable with strong Australian accents. Excellent written English.
Experience: At least 3 years in a phone-based customer service or sales role as your main job, not occasional calls alongside email.
Required Skills: ShopifySlackAsanaCustomer support

Have at least 3 years of experience in a phone-based customer service or sales role as your main job.
Have a track record of phone sales or retention against a target.
Have excellent spoken English and be comfortable with strong Australian accents; a live phone assessment is part of the hiring process.
Have excellent written English.
Bring high attention to detail.
Learn technical products quickly.
Experience on Australian-facing accounts, such as BPO, telco, banking, airlines, or retail, is strongly preferred.
Experience with e-commerce or considered purchases is strongly preferred.
Interest in vehicles and vehicle makes is preferred.
Gorgias or a similar helpdesk, Shopify, Asana, and Slack are nice to have.
Work full time, 40 hours a week, Monday to Friday, 8:00am to 5:00pm Brisbane time, with a one-hour break.
Reply on Slack within 10 minutes during work hours.

Return calls and voicemails within 5 minutes during business hours.
Answer product fitment questions using the fitment guide by asking the right questions and checking the details.
Help customers choose products and bundles, take phone orders, and follow up on quotes.
Explain product operation and installation before and after purchase.
Reply to email, chat, and social messages in a warm, plain, personal tone.
Handle order updates, returns, replacements, and delivery issues within policies and approval limits.
Keep SOPs, reply templates, and the fitment guide up to date as products and rules change.
Identify recurring fit, delivery, and product problems, raise them with evidence, and push for fixes.
Track response time, customer satisfaction, and phone orders, and send a weekly update to the co-founder.
Review a sample of team replies each week, share feedback, and relay customer feedback to product and operations teams.

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