Customer Service & Product Specialist - Client: Home Appliance

Customer Service & Product Specialist - Client: Home Appliance

Department: Boutique Client

Employment Type: Freelance

Location: Philippines

Reporting To: Client via Magic

Compensation: $5.00 / hour

Description

About the ClientOur client is an innovative home appliance company specializing in premium humidifiers, founded by a medical professional who identified crucial gaps in existing market solutions. They have revolutionized the industry with their award-winning, minimalist design that prioritizes both health and user convenience. The company maintains a strong e-commerce presence through their website and Amazon, serving customers who value quality, health, and design in their home environments.
Why this role exists
We are seeking a detail-oriented Customer Service & Product Specialist to act as a key liaison between our client and their customers. This role is crucial for maintaining high customer satisfaction through excellent product support, efficient issue resolution, and accurate information delivery. The position requires someone who can uphold exceptional service standards while ensuring detailed documentation and follow-through on all customer interactions.

The Impact you’ll make

Customer Support Excellence

• Handle incoming customer inquiries across multiple channels
• Provide accurate product information and usage guidance
• Maintain high customer satisfaction scores (80%+ CSAT)
• Follow up to ensure complete resolution
• Document all interactions thoroughly

Product & Technical Support

• Guide customers on product features and maintenance
• Troubleshoot technical issues effectively
• Provide detailed setup and maintenance instructions
• Share product care best practices
• Suggest appropriate solutions based on customer needs

Documentation & Process Management

• Maintain accurate records in CRM system (Odoo)
• Track all customer interactions and resolutions
• Update customer information and interaction history
• Follow established communication guidelines
• Ensure data accuracy across all platforms

Team Collaboration

• Work effectively with other departments
• Coordinate complex issue resolution
• Share customer insights with team
• Participate in improvement initiatives
• Support team knowledge sharing

Sales Support

• Identify upselling opportunities when appropriate
• Inform customers about new products and features
• Gather and document customer feedback
• Support e-commerce-related inquiries
• Assist with order-related questions

Skills, Knowledge and Expertise

Required:

• 2+ years customer service experience in e-commerce
• 1+ years experience with CRM systems
• 1+ years documentation and data entry experience
• Proven track record of excellence in written and verbal communication
• Demonstrated attention to detail in previous roles
• Experience with e-commerce platforms and order management
• Previous experience in product support preferred
• LinkedIn profile must accurately reflect work history
• Experience in cross-departmental collaboration
• Strong track record of team collaboration
• WFH Set-Up:
  • Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
  • Internet speed of at least 40MBPS
  • Headset with an extended mic that has noise cancellation and a webcam
  • Back-up computer and internet connection
  • Quiet, dedicated workspace at home

Your Superpowers:

• Outstanding attention to detail
• Excellent written communication
• Strong problem-solving abilities
• High degree of accuracy
• Customer-centric mindset
• Process-oriented approach
• Multi-tasking capabilities
• Team collaboration skills
• Empathy and patience

You should apply if…

• You're passionate about customer service
• You have strong attention to detail
• You thrive in process-driven environments
• You're tech-savvy and adaptable
• You value accuracy in your work
• You enjoy problem-solving
• You excel in team environments

What to expect...

Work Setup:

• Remote position
• Must have a reliable internet connection and a quiet workspace
• Required to provide own computer with Intel Core i5 or something similar or higher operating system

Working Hours:

• Monday to Friday from 9 AM to 6 PM CST (Central Standard Time)
• 40 hours per week

Compensation:

• $5 per hour
• No benefits package included

Training:

• Day 1: Tools and templates onboarding (Odoo, Google Workspace)
• Days 2-5: Shadowing with experienced team members

Benefits