Customer Support Specialist – Voice, Email

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Respond to emails and tickets from US customers during US business hours, addressing inquiries related to order status, tracking, purchase order acknowledgments, documentation, and account-related questions.

• Collaborate with the US 3PL in Houston regarding stock holds, paperwork, resupply, carrier-related issues, and inquiries about parcel invoices.

• Track US orders in transit and proactively provide updates to customers.

• Initiate outbound calls for callbacks, order inquiries, delivery updates, and follow-ups on quotes.

• Establish regular communication with US trade and distributor accounts over time.

• Handle inbound calls from the US once adequately trained.

• Address tickets from South Africa and the UK during afternoon hours.

• Manage overnight tickets from Australia and prepare a prioritized handover note for the 7 am start.

• Utilize AI and company systems to draft responses, retrieve information, track tasks, and identify inaccuracies.

• Provide support to US distributors, tank manufacturers, and trade customers for a company specializing in Australian rainwater, gutter protection, and plumbing products.

⛳️ Requirements

• Candidates must be based in the Philippines.

• Previous experience in US customer support, including voice support; chat-only experience is not sufficient.

• Exceptional written and spoken English skills.

• Strong phone communication abilities and confidence when interacting with customers.

• Highly organized and self-motivated when working autonomously.

• Willingness to work US hours and manage priorities with minimal supervision.

• Familiarity with ticketing systems, business systems, and/or AI tools.

• Keen attention to detail and the capability to produce clear, structured handover notes.

• Proactive mindset towards customer service and follow-through.

• Experience in logistics, freight, warehousing, or order fulfillment is a plus.

• Knowledge of building, plumbing, rainwater, or related trade products is advantageous.

• Familiarity with Zendesk, Aircall, or Microsoft Dynamics 365 Business Central is desirable.

• Experience supporting distributors, wholesale, or trade customers is beneficial.

• A 1–2 minute voice recording introducing yourself and discussing your customer support experience.

• An example of an AI tool used in your work, detailing its application and outcomes.

• Disclosure of any existing ongoing roles or client work.

• Reflect this engagement on LinkedIn as “Independent Contractor.”

🏝️ Benefits

• 100% remote work from home.

• Engagement through an Independent Contractor Agreement.

• AI tools provided and integrated into everyday workflows.