Customer Support Specialist (Job ID: JOSDEE1)
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C1 ENGLISH LEVEL IS REQUIRED. THE SELECTED CANDIDATE WILL BE SPEAKING STRICTLY IN ENGLISH DURING THEIR ENTIRE SHIFT.
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Customer Support Specialist
🆔 Job ID: JOSDEE1
🏢 Industry: E-Commerce / Consumer Products / Customer Support
🌎 Location: LATAM (Preferred) – Strong English Required
🕒 Job Status: Full-Time
⏰ Work Schedule: Monday–Friday, 9:00 AM – 5:00 PM PST
💰 Salary: $7 – $8 per hour
🚀 Target Start Date: ASAP
Role Overview
About the Client
The client operates a direct-to-consumer e-commerce business that prioritizes exceptional customer experience and responsive support. Their team assists customers both before and after purchase, answering product questions, helping with availability inquiries, and providing ongoing support. The company values fast response times, strong communication, and service that builds long-term customer trust and brand loyalty. This role supports customers during Pacific Standard Time business hours in a fast-paced, high-volume environment.
About the Role
This position combines pre-purchase guidance with post-purchase customer support. The Customer Support Specialist will handle inbound calls, emails, and voicemails, assist customers in choosing the right product, and provide initial troubleshooting when needed.
The role also involves gathering relevant information and escalating technical cases to the service team when necessary. Success in this position requires strong English communication skills, a professional phone presence, attention to detail, and the ability to manage multiple customer conversations while staying organized.
Key Responsibilities
Inbound Calls and Email Support
Answer inbound customer calls during business hours
Respond to customer emails and maintain an organized inbox
Monitor voicemails and prioritize timely callbacks
Document customer conversations and important details for follow-up
Pre-Purchase Customer Guidance and Sales Support
Answer product questions, availability inquiries, and policy related concerns
Help customers choose the best option based on their needs
Deliver a high-quality support experience that encourages purchasing decisions
Maintain a helpful and professional tone without aggressive sales tactics
Post-Purchase Support and Initial Troubleshooting
Assist customers with product usage questions and common issues
Guide customers through basic troubleshooting using scripts and knowledge base materials
Gather detailed information before escalating issues to the service team
Escalate cases when technical expertise is required
Issue Intake and Service Handoff
Ask structured questions to fully understand customer concerns
Document symptoms, troubleshooting steps, and order details clearly
Route service related cases to the appropriate team member
Follow up with customers when updates or callbacks are required
Systems and Order Support
Use customer support platforms to manage conversations and tickets
Assist with basic order related tasks such as checking order status or placing orders
Work within e-commerce platforms such as Shopify when needed
Adapt to new systems as the company transitions platforms
Qualifications & Skills
Must Have
Strong spoken and written English communication skills
Customer support experience with regular phone interaction
Ability to handle both pre-purchase and post-purchase customer conversations
Strong organizational skills for managing emails, voicemails, and callbacks
Technical curiosity and willingness to learn product troubleshooting processes
Attention to detail and proactive communication style
Preferred
Experience with Shopify or other e-commerce platforms
Experience with customer support tools or CRM systems
Familiarity with tools such as Rich Panel or Aircall
Experience in roles where strong customer service contributes to sales
Personality Traits
Friendly and confident communicator who enjoys assisting customers
Proactive with a strong sense of ownership and accountability
Curious and willing to learn product details and troubleshooting processes
Organized and reliable with strong follow-through
Positive attitude and calm under pressure in a fast-paced environment