Job Overview
Our client is a US-based company specializing in custom mirror frame kits designed to transform standard mirrors into stylish design features. The company serves both direct-to-consumer and business customers and is looking for Customer Service Specialists to provide exceptional support throughout the customer journey.
The Customer Service Specialist will assist prospective and existing customers with product selection, measurements, ordering, installation, troubleshooting, and order follow-up in a high-volume, multi-channel customer service environment. This role is focused on providing helpful, accurate, and empathetic customer support rather than hard selling or upselling.
The ideal candidate is a strong communicator who can patiently guide customers through the ordering and installation process, particularly when customers need assistance understanding measurements or completing their orders.
Job Details
Work set up: Onsite
Schedule: Monday to Friday | 9:00 AM to 6:00 PM | Eastern Time (with possibility of transitioning to weekend coverage/work)
Holiday: 10 paid holidays per year (combined US and PH holidays to be discussed)
Responsibilities
- Respond to customers through phone, email, SMS, chat, and voicemail in a prompt, professional, and empathetic manner.
- Develop strong knowledge of the company's products, measuring requirements, installation guidelines, policies, and procedures.
- Guide customers through product selection, measuring, ordering, and installation.
- Explain measurement requirements and assist customers with entering their measurements accurately.
- Answer customer questions related to products, orders, shipping, measurements, and installation.
- Make outbound follow-up calls to customers regarding missing measurements, photos, approvals, and other information needed to move orders forward.
- Review measurements, photos, order history, and customer communications to identify issues and determine appropriate next steps.
- Research and process customer orders using relevant e-commerce and order management systems.
- Troubleshoot product, order, shipping, measurement, and installation concerns.
- Maintain accurate documentation of customer interactions and follow customer issues through resolution.
- Take ownership of customer concerns and escalate issues appropriately when needed.
- Follow up with prospective customers who have contacted the company but have not yet placed an order.
- Assist customers through the ordering process and help them feel confident about completing their purchase.
- Support customer conversion by guiding customers through the measurement-entry and ordering process rather than using hard-selling or upselling techniques.
- Coordinate with internal departments as needed to resolve customer and order-related concerns.
- Manage multiple customer inquiries and priorities while maintaining accuracy and quality of service.
Qualifications
- Previous customer service experience is required.
- Exceptional written and verbal English communication skills.
- Strong empathy, patience, and customer service orientation.
- Confident and professional when communicating with customers over the phone.
- Ability and willingness to learn detailed product information and apply it accurately.
- Strong problem-solving, critical-thinking, and attention-to-detail skills.
- Ability to guide customers through processes and explain information clearly and patiently.
- Comfortable assisting customers with purchasing decisions without using aggressive sales techniques.
- Proactive, organized, resourceful, and dependable.
- Ability to manage multiple priorities and work efficiently across different systems.
- Comfortable working in an onsite environment and collaborating with a team.
- E-commerce, retail, home improvement, or order-management experience is preferred.
- Experience working with product measurements or guiding customers through measurements is an advantage but not required.
- Comfortable working with measurements, fractions, and basic calculations to accurately assist customers with measurement-related questions and orders.
- Comfortable working toward customer service quality, responsiveness, and productivity expectations/KPIs.
- Familiarity with customer service and e-commerce platforms such as Aircall, Shopify, NetSuite, and Gorgias is preferred but not required.
- Must be comfortable learning new systems and processes quickly.