Customer Success & Support Representative

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MultiplyMii

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2019

🎯 Recruiter

🤝 B2B

Recruitment • B2B

MultiplyMii is a recruiting and remote-hiring service that connects growing companies with experienced Filipino remote professionals for roles such as marketing, operations, bookkeeping/finance, customer support, SEO, e-commerce, and administrative/project management. The company provides end-to-end hiring support including role planning, sourcing, candidate screening and shortlisting, structured onboarding support, and long-term hiring guidance. MultiplyMii also publishes salary guides, job description templates, success stories, and offers faster hiring options (Talent Overflow) and strategic workshops to help companies build cost-efficient, high-performance remote teams in the Philippines.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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