Outbound Customer Support

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🕒 Julho 27

🌐 Filipinas, Malásia, +2 outros países – Remoto

🇵🇭 Filipinas – Remoto 🇲🇾 Malásia – Remoto 🇸🇬 Singapura – Remoto 🇻🇳 Vietnã – Remoto

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

💝 Suporte ao Cliente

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UMAEZ - Universidad Multicultural Agroecológica Emiliano Zapata

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🛍️ Comércio Eletrônico

📣 Marketing

👥 B2C

eCommerce • Marketing • B2C

UMAEZ - Universidad Multicultural Agroecológica Emiliano Zapata é uma operadora de marcas globais que desenvolve, lança e escala marcas de consumo que possui através de canais diretos ao consumidor (D2C) e marketplaces. A empresa enfatiza operações orientadas a desempenho, impulsionadas por inteligência artificial, e um motor criativo interno para produzir anúncios de alto desempenho e marketing de funil completo. A UMAEZ faz parcerias no desenvolvimento de produtos, mídia paga, otimização de conversão, retenção (email e SMS), produção de UGC e influenciadores, e atendimento e logística — posicionando-se como uma construtora e escaladora verticalmente integrada de marcas de consumo nos setores de fragrância, bem-estar, beleza e estilo de vida. Ela reporta métricas a nível de portfólio, como mais de $250 milhões de receita gerada, mais de 3 milhões de clientes ativos, e mais de 12 marcas em seu portfólio.

Descrição

• Making outbound calls to existing customers for post-purchase follow-ups, proactive delivery updates, and satisfaction check-ins [Approximately 50+ calls per day] • Executing review acquisition campaigns — reaching out to verified purchasers and guiding them through leaving a review on our Trustpilot page, compliantly and naturally • Following call scripts and frameworks precisely while using good judgment when conversations go off-script • Logging every call outcome accurately in our CRM/helpdesk [Aircall] • Hitting daily and weekly call volume targets as set by the CS Manager • Maintaining CSAT and call quality scores within defined benchmarks • Surfacing recurring complaint patterns and call objections to the CS Manager for SOP and messaging improvements • Flagging any compliance concerns, sensitive customer situations, or escalation risks immediately

🎯 Requisitos

• Minimum 2–3 years of experience in a customer support role — call center or outbound phone experience strongly preferred; DTC or e-commerce experience is a significant advantage • Fluent, clear, confident American English — spoken and written. Customers are US-based; your accent and phrasing must be comfortable and natural for an American audience. This is non-negotiable. • Strong phone presence — you sound engaged, warm, and professional, not robotic or scripted • Proven ability to handle difficult conversations calmly — complaints, frustrated customers, cancellation intent — without losing composure or matching their energy • Comfortable working within structured call frameworks while adapting naturally when the conversation requires it • Detail-oriented with CRM and logging discipline — every call outcome documented accurately: resolution, sentiment, issues, follow-up required • Proactive and self-directed — you hit your call targets without being chased and you flag problems before they land on someone else's desk • Experience in retention or winback calling (subscription brands, DTC) — Nice to Have • Familiarity with helpdesk or CRM tools (Commslayer, RichPanel, Gorgias, Zendesk, or similar) — Nice to Have • Prior experience with review outreach or NPS/CSAT follow-up calling — Nice to Have • Comfort navigating fulfillment-related conversations (order status, reshipments, tracking disputes) — Nice to Have

🏖️ Benefícios

• Competitive salary based on market and experience • Fully remote, working within your assigned market's timezone (must overlap with US business hours) • Clear growth path within our CS team and retention function • Structured call frameworks, proper tooling, and a CS team being built to the right standard