Outbound Customer Agent

This is a fully remote position, open to applicants in Philippines, +3 more countries.

📋 Description

• You will be responsible for making outbound customer calls for Goda, including post-purchase follow-ups, proactive updates on orders and fulfillment, outreach for review acquisition, and conversations focused on customer retention.

• Additionally, you will provide support for inbound escalations as required.

• This position does not involve scripted cold calls. You will utilize structured call frameworks, but the role demands that you think independently, read customer cues, and adapt in real time.

• Conducting outbound calls to existing customers for post-purchase follow-ups, proactive delivery updates, and satisfaction checks (approximately 50+ calls daily).

• The primary objective is to execute review acquisition campaigns by reaching out to verified purchasers and assisting them in leaving a review on our Trustpilot page, in a compliant and natural manner.

• Adhering to call scripts and frameworks precisely while exercising sound judgment when conversations deviate from the script.

• Accurately logging every call outcome in our CRM/helpdesk system [Aircall].

• Meeting daily and weekly call volume targets set by the Customer Service Manager.

• Upholding CSAT and call quality scores within established benchmarks.

• Identifying recurring complaint patterns and call objections to inform the Customer Service Manager for improvements in SOP and messaging.

• Promptly flagging any compliance issues, sensitive customer situations, or escalation risks.

⛳️ Requirements

• A minimum of 2–3 years of experience in a customer support role, with a preference for call center or outbound phone experience; experience in direct-to-consumer (DTC) or e-commerce is a significant advantage.

• Fluent, clear, and confident American English—both spoken and written. As our customers are based in the US, your accent and phrasing must be natural and comfortable for an American audience, which is non-negotiable.

• Strong phone presence—your tone should be engaged, warm, and professional, avoiding any robotic or scripted delivery.

• Demonstrated ability to manage challenging conversations calmly, including handling complaints, frustrated customers, and cancellation intentions, without losing composure or mirroring their energy.

• Comfort in working within structured call frameworks while naturally adapting when necessary during conversations.

• Detail-oriented with a disciplined approach to CRM and logging—ensuring every call outcome is documented accurately: resolution, sentiment, issues, and follow-up required.

• Proactive and self-motivated—you meet your call targets without needing reminders and identify issues before they escalate.

• Nice to Have:

• Experience with retention or win-back calling, particularly in subscription brands or DTC.

• Familiarity with helpdesk or CRM tools such as Commslayer, RichPanel, Gorgias, Zendesk, or similar platforms.

• Previous experience in review outreach or NPS/CSAT follow-up calling.

• Comfort in discussing fulfillment-related topics such as order status, re-shipments, and tracking disputes.

• Instant No's:

• A heavy or unclear accent that may hinder effective communication with US customers.

• Relying on scripted lines when a customer has clearly diverged from the script—natural pivoting is essential.

• Low call volume output or unrecorded outcomes—accountability for every call is imperative.

• Treating outbound customer service calls as cold sales—our focus is on resolution and relationship-building, not pressure tactics.

• Delayed escalation of sensitive or high-risk situations.

🏝️ Benefits

• Competitive salary based on market conditions and experience.

• Fully remote position, requiring you to work within your assigned market's timezone (with overlap during US business hours).

• A clear growth path within our Customer Service team and the retention function.

• Access to structured call frameworks, appropriate tools, and a Customer Service team built to a high standard.