Senior Customer Service and Phone Specialist, AU/US

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

📋 Description

• Promptly return calls and voicemails within 5 minutes during business hours.

• Utilize the fitment guide to confidently answer customer inquiries about product compatibility with their vans.

• Assist customers in selecting appropriate products and bundles, process orders via phone, and follow up on quotes.

• Provide detailed explanations of product functionality and installation processes, both pre- and post-purchase.

• Respond to emails, chat, and social media messages in a warm, straightforward, and personal manner.

• Manage order updates, returns, replacements, and delivery issues in accordance with policies and approval limits.

• Ensure that SOPs, response templates, and the fitment guide are updated in line with changing products and regulations.

• Identify recurring issues, document them with evidence, and advocate for resolutions.

• Monitor response times, customer satisfaction, and phone order metrics, providing a brief weekly report to the co-founder.

• Review a selection of team responses weekly and offer constructive feedback.

• Relay customer feedback to the product and operations teams.

⛳️ Requirements

• Exceptional spoken English that is easily comprehensible to Australian and US customers, including comfort with strong Australian accents. This is non-negotiable, and a live phone assessment is expected.

• Strong written English skills, as your written communication will be as extensive as your verbal communication.

• A minimum of 3 years of experience in a phone-centric customer service or sales position, rather than occasional phone interactions alongside email duties.

• Proven success in phone sales or customer retention against set targets.

• Keen attention to detail.

• Ability to quickly grasp technical products.

• Experience with Australian-facing accounts (BPO, telco, banking, airlines, or retail) is highly desirable.

• Familiarity with e-commerce or higher-value purchases, where customers typically have numerous questions prior to buying, is strongly preferred.

• An interest in vehicles and their specifications is a plus.

• Experience with Gorgias or similar helpdesk systems, as well as Shopify, Asana, and Slack, is desirable.

• This is a remote position based in the Philippines.

• Full-time commitment of 40 hours per week.

• Monday to Friday, from 8:00 AM to 5:00 PM Brisbane time (6:00 AM to 3:00 PM Philippine time), including a one-hour break.

• During working hours, you are expected to respond on Slack within 10 minutes.

• Anticipated start date: early January 2027.

🏝️ Benefits

• A full-time remote position with a stable, long-term team.

• A clear pathway to the Customer Service Lead role, with a salary review upon promotion.

• Day shift schedule, Monday to Friday, with no night shifts.

• Direct access to our co-founder and genuine ownership of the customer phone experience.

• Paid training and onboarding, including product samples delivered to you.

• After the completion of a 6-month probation period: 13th-month pay; health maintenance organization (HMO) benefits; paid leave; vacation leave; and seasonal performance bonuses.