Full Time Customer Service Aftersales and Outreach Representative

Job Title:
Full-Time Aftersales Customer Service and Outreach Representative

Job Scope:
Primary: Aftersales Customer Service: To answer customer inquiries and aftersales via. OpenPhone and Zoho Mail using a company provided phone number and email address during the hours of 9am to 5pm EST, Monday through Friday. (hours mandatory)
Secondary: Outreach: Find sources to scrape lead data, extract and qualify leads, contact them by phone (during business hours) or email (after hours), and record outcomes.

Job Requirements
Required:
Fluent in conversational and professional English (spoken and written).
Prior experience in online customer support.
Proven experience scraping website data, gathering qualified leads, and serving as the initial point of contact.
Reliable internet connection (minimum 30 Mbps) and located within 1 hour of Manila or Cebu, Philippines.
Preferred:
Minimum 1-year experience in e-commerce.
Minimum 1-year experience in the furniture industry.

Technology Requirements:
[Modern Desktop and Mobile Phone]
Zoho Mail [Desktop]
Hubstaff [Desktop]
OpenPhone [Phone]
WeChat [Desktop and Phone]
Slack [Desktop and Phone]

Key Performance Indicators (KPIs)
Inquiry Emails: 100% promptly forwarded to upper management.
Phone Calls: 100% answered during business hours (excluding outages).
Same-Day Emails: 100% responded to within business hours (excluding outages).
Issue Handling: 100% resolved immediately upon initial contact or categorized clearly for prompt follow-up with appropriate parties.
Issue Resolution: 100% resolved fully within 7 days of initial customer contact.
Quality Assurance: All emails and calls monitored to ensure professional, high-quality responses.

Benefits:
Base Pay
$3 an hour for 8 hours a day.
40 hours per week, 160 hours per month.
$480 per month.

Bonuses
Quality Incentive: If management observes consistently high-quality responses in calls and emails, compensation will increase by $1 every two months, up to a maximum of $6 per hour.
Compensation may be reduced by $2 per hour, to a minimum of $3 per hour, if response quality (via calls and emails) declines. Employment may be terminated if poor-quality responses occur three times within a single month.

Pay Frequency and Method:
Every 2 weeks, 15th and end of month, through Wise, bank and account information required.

Next Steps:
Message containing the word boba milk tea.
Message containing your portfolio and work experience.