Inbound & Outbound Caller

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

📋 Description

• Professionally and courteously handle incoming calls from customers, clients, and business partners.

• Conduct outbound calls to follow up on inquiries, confirm order details, and provide updates on deliveries.

• Address inquiries related to products, orders, deliveries, marketing campaigns, and company services across retail and wholesale channels.

• Assist customers with order tracking, returns, exchanges, refunds, and account inquiries.

• Support the processing of wholesale and retail orders, including order placement, product availability checks, and precise data entry.

• Manage inquiries related to marketing and PR services and direct them to the appropriate teams.

• Oversee retail and wholesale email support, including addressing order inquiries, confirmations, and post-purchase questions.

• Provide accurate information regarding products, pricing, and shipping details.

• Document all inbound and outbound customer interactions, ensuring current CRM records are maintained.

• Resolve customer issues or escalate complex matters to the E-commerce, Marketing, PR, Operations, or Wholesale & Retail teams.

• Achieve customer service performance metrics for response time, call quality, email reply speed, and overall customer satisfaction.

⛳️ Requirements

• A Bachelor’s degree in Communications, Business, or a related field is advantageous but not mandatory.

• A minimum of 2 years of experience in customer service, call center, e-commerce, or client support is preferred.

• Exceptional verbal and written communication skills in English.

• Strong problem-solving capabilities and conflict-resolution skills.

• Proficient in using CRM systems, order management platforms, and basic office software.

• Ability to multitask and operate effectively in a fast-paced environment.

• Willingness to adapt to flexible schedules as needed.

• Experience with e-commerce platforms such as Shopify, WooCommerce, Amazon, or similar is a plus.

• Familiarity with digital marketing, public relations, or client services is advantageous.

• Strong attention to detail and organizational skills are essential.

• Capability to establish rapport with customers and clients while upholding professionalism.

• Must be a permanent resident of the Philippines.

• Comfortable managing 50–100 inbound calls, emails, or live chats daily.

• Prior experience in customer support related to order tracking, returns, refunds, shipping, or product inquiries.

• Comfortable making both cold and warm outbound calls.

• Fluency in spoken and written English is required.

🏝️ Benefits

• Equal opportunity employer.

• Remote work arrangement.

• Flexible schedules as needed.