About Penbrothers Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.
About the Client
Our client is a fast-growing UK appliance group, delivering high-quality products across commercial and consumer markets. They operate multiple brands spanning medical refrigeration, home appliances, and EV charging solutions, combining innovation, quality, and competitive pricing. Since 2020, they have scaled rapidly, establishing themselves as a trusted and disruptive force in the appliance industry.
About the Role
The eCommerce Customer Support Specialist (Voice, Email and Chat Support) will manage customer calls, tickets, and live chats, ensuring prompt resolution and high-quality service across all support channels. Top performers may be considered for extended support beyond peak periods.
Work Schedule: 8:00 AM-5:00 PM UK Time Monday-Friday
What you'll do
- Manage and resolve customer service inquiries via phone, email, support tickets, and live chat through eDesk efficiently and accurately.
- Handle inbound and outbound customer calls, providing timely resolutions while maintaining a professional and customer-focused experience.
- Process refunds and replacements in line with company policies for damaged or faulty items.
- Address general customer queries, providing clear, professional, and timely responses across voice and written channels.
- Coordinate customer support across multiple marketplaces, ensuring consistency and quality of service.
- Maintain performance standards, including:
- Target: 18 interactions per hour to be met across phone calls and non-voice interactions via eDesk.
- Average handling time: 3 minute 15 seconds per interaction
- Meet or exceed the 3-day SLA for first responses
- Accurately document customer interactions and resolutions within the support platform.
- Identify recurring issues and provide insights to improve customer experience and operational processes.
What You Bring
- At least 3-4 years of experience in high-volume customer service environments, preferably in eCommerce.
- Minimum 1-2 years of experience handling voice support in a customer-facing environment.
- Familiarity with customer service ticketing systems (eDesk preferred but not mandatory).
- Strong verbal and written English communication skills, with a professional phone presence and excellent customer service orientation.
- Experience supporting major eCommerce platforms such as Amazon and B&Q.
- Exceptional attention to detail and the ability to manage multiple customer interactions simultaneously.
- Strong problem-solving abilities, able to quickly resolve customer issues and prevent escalation.
- Effective communication skills, conveying solutions clearly and professionally across phone, email, and chat channels.
- Excellent time management skills, able to meet productivity, handling time, and response SLA requirements under pressure.
Scope
- Full-time position with consistent weekly hours
- 60% voice-based support and 40% email/ticket/live chat
- Voice support hours will vary depending on demand, but will broadly be centred around 10:00am – 4:00pm (UK time)
- Peak season focus (October–December) with increased activity levels
- Multi-channel support across major UK marketplaces
