WFH E-Commerce Customer Service & Sales Support

Client Overview

Our client is a growing UK-based e-commerce company specializing in acoustic wall panels and PVC panels for residential and commercial applications. They operate across multiple marketplaces including Shopify, Etsy, Amazon, and eBay, with plans to expand their wholesale operations across the UK and Europe.

Job Description

You will be the first point of contact for customers across multiple channels, managing inquiries about delivery, product information, and sales quotes while delivering exceptional service that reflects the premium quality of the brand. Using a sophisticated 360-degree CRM system with integrated AI support, you will handle live calls, emails, and web chat inquiries during UK business hours, with opportunities to grow into an outbound sales role focused on wholesale accounts within 2–3 months of starting.

Responsibilities

• Manage incoming customer inquiries via phone, email, and web chat during UK business hours
• Provide accurate information about delivery timelines, charges, and order status using the integrated CRM system
• Answer product-related questions about acoustic wall panels and PVC panels, including specifications, variations, sizing, and color options
• Prepare and send quotes for new orders and custom requests
• Follow up on web chat inquiries captured by AI outside business hours and respond the next business day
• Leverage the AI agent within the CRM to access product specifications and FAQ information when needed
• Escalate complex inquiries to management with clear context and recommended solutions
• Transition into outbound sales for wholesale accounts after initial onboarding period, targeting retailers in the UK, Netherlands, and Belgium

Must-Have Requirements

• Proven experience in customer service or client-facing roles
• Excellent written and verbal English communication skills
• Experience working with UK-based clients or familiarity with UK business culture
• Comfortable learning and navigating new CRM systems and technology tools
• Ability to work Monday to Friday during UK business hours (9 AM – 5 PM GMT/BST)
• Professional phone manner with ability to handle live customer calls confidently

Nice-to-Have Requirements

• Bonus if you have e-commerce experience, particularly with Shopify, Etsy, Amazon, or eBay
• It helps if you have previous sales experience or account management background
• Bonus if you are familiar with home improvement, interior design, or building materials products
• It helps if you have worked with AI-assisted customer service tools or chatbots

Why Join This Team

• Remote opportunity with stable hours aligned to UK time zone
• Straightforward product range with only 50 variations and comprehensive FAQ support
• Modern CRM system with AI integration to help you succeed in the role
• Clear growth path into sales and account management role within 2–3 months
• Long-term opportunity with potential to expand responsibilities as the business grows
• Work with a trending product line in the home improvement market

Apply now. Start helping.

Independent Contractor Perks

• Health Insurance coverage for eligible locations
• Permanent work from home
• Immediate hiring

Note

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

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