Оператор поддержки клиентов (email, входящие звонки)

– Handle customer requests via email messages (US market).

– Answer incoming phone calls from US customers in English using a script.

– Record the request, collect key details (name, phone, appliance model/serial, address, issue) and create a short summary for the support team.

– If the request is about appliance repair, book an appointment according to instructions and confirm the next steps with the customer.

– Help customers select correct parts by model, serial number, MPN and Previous Numbers.

– Prepare daily order list for the warehouse.

– Create shipping labels and support order preparation for dispatch.

– Track shipments and, if needed, initiate carrier claims/search for missing packages.

– Process returns: assign RMA, request photos/confirmation, coordinate exchanges/returns, follow the policy.

– Work with cases (Item not received, SNAD, disputes, feedback) and escalate complex situations.

– English: conversational level is required to handle incoming phone calls (B1/B2+). The candidate must be able to speak and understand English in real-time.

– Strong responsibility and attention to detail (parts are expensive and customers are demanding).

– Confident PC user: email, crm, browser, basic spreadsheets, fast typing.

– Calm and clear communication on calls; ability to follow a script and stay polite under pressure.

– Ability to work independently, follow instructions and meet response-time standards.

– Stable internet connection and headset/microphone for calls.

– Work schedule: Monday–Friday, 18:00–02:00 (Astana time).

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– Remote full-time work.

– Salary 400–500 USD per month (in hand) + bonuses. Payments twice a month.

– Training and onboarding: 2–3 weeks via Google Meet with a mentor.

– We already have a team in Kazakhstan (Astana and Almaty). One team member is moving to a senior role and will remain as support/backup. We are hiring to fill the position and cover phone calls.

– Clear processes, templates and support tools (including ChatGPT for drafting messages), but the candidate must handle live phone calls in English.

Сопроводительное письмо (обязательно):

Пожалуйста, приложите сопроводительное письмо и ответьте на 3 вопроса ниже. Отклики без ответов не рассматриваем.

1. Укажите ваш уровень английского (A2/B1/B2/C1) и напишите, как вы по-английски ответите на звонок клиента: “My freezer is not cooling. Can you schedule a service?”
2. Подтвердите график: Пн–Пт, 18:00–02:00 (время Казахстана). Если не подходит, напишите ваш фактический график.
3. Есть ли опыт входящих звонков/колл-центра? Какая у вас гарнитура (наушники с микрофоном) и стабильный интернет?

⚠️ Важно: Работа включает живые входящие звонки на английском.

Позиция full-time, с фиксированным графиком и требованиями по доступности в рабочие часы. Для успешной работы необходима полная вовлечённость. Если вы планируете совмещать с другой постоянной работой, пожалуйста, не откликайтесь.