Provides remote email-based customer support, including order tracking, subscription management, cancellations, refunds, escalations, and documentation. Coordinates wholesale customer onboarding, supports initial orders, maintains records, posts pre-approved content, and completes recurring administrative and reporting tasks. Uses CRM, order management, and AI tools to organize information, improve productivity, and resolve customer issues efficiently.
This is a remote position.
Looking to take your career to the next level? Then this role is for you!
Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!
Profile Requirements:
- Min 2.5 years of proven experience in customer support, preferably in a non-voice capacity (chat and email).
- Strong written communication skills with attention to detail and clarity.
- Ability to multitask and manage multiple inquiries simultaneously.
- Familiarity with order management systems and CRM tools.
- Problem-solving mindset with a proactive approach to issue resolution.
- Confident using AI tools such as ChatGPT to improve productivity, assist with emails and documentation, organise information, and support reporting tasks.
- Experience handling subscriptions, refunds, and escalations is a plus.
Core responsibilities:
- Email Support: Respond promptly to customer inquiries via email, providing accurate information and resolving issues efficiently.
- Order Tracking and Updates: Assist customers with order status inquiries, shipment tracking, and estimated delivery times.
- Subscription Management: Handle subscription-related requests, including upgrades, downgrades, renewals, and troubleshooting billing issues.
- Cancellations and Refunds: Process cancellation requests, initiate refunds when applicable, and provide retention offers when appropriate.
- Issue Escalation: Identify and escalate complex or unresolved issues to the appropriate teams while ensuring timely follow-up.
- Knowledge Base & Documentation: Maintain and update customer support documentation, FAQs, and internal knowledge bases to improve response efficiency.
- Manage wholesale customer onboarding by reviewing applications, following up on missing information, communicating next steps, supporting initial orders, maintaining accurate records, and tracking outstanding actions through completion.
- Post pre-approved content across designated social and digital platforms according to the content calendar and SOPs, while checking accuracy, maintaining posting records, and escalating any missing assets or scheduling issues.
- Handle recurring administrative and reporting tasks by completing event registrations and documentation, organising business records, updating and generating reports, following up on forms and requirements, and supporting ongoing coordination in line with established SOPs.
Benefits: Competitive salary Opportunity to shape the HR function of a rapidly growing BPO. Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities.
Please attach your CV and we will be in touch for a confidential chat. Let's do great things together!
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