Customer Success & Support Representative

🕒 Agosto 7

🇵🇭 Filipinas – Remoto

💵 ₱80.000 - ₱110.000 / mês

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

💝 Suporte ao Cliente

🚫👨‍🎓 Sem graduação necessária

👻 Score fantasma 23%

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MultiplyMii

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2019

🎯 Recrutamento

🤝 B2B

Recruitment • B2B

MultiplyMii é um serviço de recrutamento e contratação remota que conecta empresas em crescimento com profissionais filipinos experientes em posições remotas, como marketing, operações, contabilidade/finanças, suporte ao cliente, SEO, e-commerce e gestão administrativa/projetos. A empresa oferece suporte completo no processo de contratação, incluindo planejamento de funções, sourcing, triagem e pré-seleção de candidatos, suporte estruturado para integração e orientação de longo prazo para contratações. A MultiplyMii também publica guias salariais, modelos de descrição de cargos, histórias de sucesso e oferece opções de contratação mais rápidas (Talent Overflow) e workshops estratégicos para ajudar as empresas a formarem equipes remotas eficientes e de alto desempenho nas Filipinas.

Descrição

• Own the customer relationship after the sale and support customer retention and long-term success • Answer inbound phone calls and emails • Enter orders accurately on the same day and route them in Extensiv so the 3PL can ship them • Conduct onboarding calls for new commercial accounts 10–15 days after dispenser shipment • Conduct reactivation calls for lapsed commercial accounts and win customers back • Make collection calls for failed card payments or orders awaiting payment • Log an outcome and reason code in HubSpot for every call • Surface larger opportunities, such as additional locations, chains, or expansions, to sales • Triage voicemails and return or route customer calls the same day • Run end-of-day close-out, including confirming Amazon shipments and sending PDF invoices • Resolve warranty and quality issues, process claims and guarantee activations, and place replacement orders • Follow up on delayed or misshipped orders with operations, the 3PL, and LTL partners • Follow up on failed website orders and card payments • Follow up on warranties, orders, quotes, and other open items until resolved • Run monthly autoship and coordinate with the 3PL before the start-of-month surge • Respond to Amazon customer issues within 24 hours on weekdays • Answer routine distributor questions and route larger opportunities to sales • Maintain current customer records and set up new accounts with correct pricing groups • Process tax exemption certificates and maintain account tax status • Route procurement portal requests to operations • Handle routine accounts receivable tasks, including invoices, payment addresses, and ACH setup • Forward handwritten card order confirmations to sales • Document processes and suggest improvements • Meet KPIs for activation rate, reactivations, call discipline, support quality, and work prioritization

🎯 Requisitos

• 2+ years of experience working a fixed US-hours night-shift schedule in Manila time • Proven outbound customer-calling experience in retention, renewals, win-back, appointment confirmation, payment follow-up, or account check-ins • 2+ years of US customer service or ecommerce support experience, including order entry or order management • Tested spoken English with a warm, clear, professional phone presence understandable to US business customers • Acceptance of the fixed 7:00 AM–4:00 PM US Pacific shift • Single-client exclusivity before presentation • Verified high-speed internet, a backup plan for power and internet outages, and a quiet space for professional calls • CRM experience; HubSpot preferred • Small-company or in-house US business experience preferred • B2B customer experience preferred • Warranty, claims, or returns handling experience preferred • Collections or payment-follow-up call experience preferred • Must currently reside in the Philippines and be legally authorized to work there

🏖️ Benefícios

• Choice of profit-share bonus of up to 20% of pay monthly, based on company profitability • 13th month pay: one additional month of pay, paid in December • PTO: 15 days (120 hours) per year, usable for vacation, sick, or personal time • 3 floating holiday days per year for Philippine team members • Unused PTO paid out upon separation, prorated for the current year • 11 paid US holidays • If required to work on an observed holiday, a PTO day is credited • Up to $400 per year in office supply reimbursement after six months, split 50/50 with the company, with receipts • Remote work arrangement • Verified high-speed internet and quiet home-office setup supported as work requirements