Specialty
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The role
The company places Philippines-based contractors with Australian companies. This client sells rainwater, gutter guard and plumbing products and needs a support specialist for its US customers, working US hours (night shift in Manila) across voice and email.
What you will do
- Answer US customer emails and tickets on order status, tracking, purchase orders and account questions
- Work with the US warehouse partner on stock holds, paperwork, resupply and carrier issues
- Watch US orders in transit and update customers before they chase
- Make daily outbound calls and take inbound calls once trained
- Handle South Africa and UK afternoon tickets and write a handover note for the Australian morning
- Draft replies with AI tools and flag where the AI is wrong
What they ask for
- Previous US customer support experience including voice; chat-only is not enough
- Excellent written and spoken English
- Confident phone communication
- Organised and self-directed, working US hours (about 9pm to 6am Manila)
- Experience with ticketing systems, business systems or AI tools
- Clear, structured handover notes
- Application needs a 1-2 minute voice recording and an example of an AI tool you use
- Independent contractor who discloses other roles and lists the engagement on LinkedIn
What they offer
- Independent contractor engagement
- Fully remote from home
- First 2 to 4 weeks on the Australian day shift for training
This is our own short reading of the posting. The full description, and anything that has changed since, is on the employer's careers page behind the apply button.