Customer Service

2 weeks ago

Quezon City, National Capital Region, Philippines BruntWork Full time ₱25,000 - ₱50,000 per year

This is a remote position.

Role Name: Customer Service & E-commerce Support Agent

Schedule:

  • Monday to Friday, 9am to 6pm Eastern with 1 hour unpaid break

Client Overview

Join a rapidly growing e-commerce company that's revolutionizing the HVAC parts industry by providing contractors and homeowners with critical heating and cooling components when they need them most. This innovative business stands out from competitors by clearly displaying real-time inventory availability and shipping timelines, addressing urgent customer needs during HVAC emergencies. With a lean, efficient operation and strong growth trajectory, you'll become an integral part of a team that directly impacts customers facing heating and cooling crises, making a meaningful difference in their comfort and safety.

Job Description

This is an exciting opportunity to be the voice and face of customer service for a thriving HVAC parts e-commerce business. You'll serve as the primary point of contact for contractors and homeowners who urgently need heating and cooling solutions, handling daily customer interactions that are currently going unanswered. Starting with comprehensive customer service responsibilities, this role offers significant growth potential as you expand into order processing, vendor coordination, and e-commerce management. You'll work with modern platforms like Shopify, directly impact customer satisfaction, and play a crucial role in scaling a business that values exceptional customer care and operational excellence.

Responsibilities:

  • Answer incoming phone calls as the primary customer service representative
  • Access Shopify platform to check product inventory status and availability
  • Provide order tracking information to customers via phone and email
  • Assess customer inquiries to determine if issues require escalation to internal team or can be resolved independently
  • Follow up with customers via email when phone resolution isn't immediately possible
  • Eventually, process purchase orders with vendors and manufacturers
  • Log into vendor websites using company credentials to place orders on behalf of the company
  • Coordinate with warehouses and suppliers for order fulfillment
  • Share order processing responsibilities with existing full-time staff members

Requirements
  • Excellent English communication skills with minimal accent
  • Comfortable speaking on the phone with US-based customers
  • Ability to assess and prioritize customer concerns appropriately
  • Experience with e-commerce platforms, preferably Shopify
  • Smart enough to determine when issues need internal team escalation
  • Customer service experience, particularly with US clients
  • Ability to work independently while following established processes
​
Independent Contractor Perks:
  • HMO Coverage for eligible locations
  • Permanent work-from-home
  • Immediate hiring
  • Steady freelance job
ZR_29811_JOB

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