About the Client
Our client is an innovative home appliance company specializing in premium humidifiers, founded by a medical professional who identified crucial gaps in existing market solutions. They have revolutionized the industry with their award-winning, minimalist design that prioritizes both health and user convenience. The company maintains a strong e-commerce presence through their website and Amazon, serving customers who value quality, health, and design in their home environments.

Why this role exists
We are seeking a detail-oriented Customer Service & Product Specialist to act as a key liaison between our client and their customers. This role is crucial for maintaining high customer satisfaction through excellent product support, efficient issue resolution, and accurate information delivery. The position requires someone who can uphold exceptional service standards while ensuring detailed documentation and follow-through on all customer interactions.

The Impact you’ll make

Customer Support Excellence

Handle incoming customer inquiries across multiple channels
Provide accurate product information and usage guidance
Maintain high customer satisfaction scores (80%+ CSAT)
Follow up to ensure complete resolution
Document all interactions thoroughly

Product & Technical Support

Guide customers on product features and maintenance
Troubleshoot technical issues effectively
Provide detailed setup and maintenance instructions
Share product care best practices
Suggest appropriate solutions based on customer needs

Documentation & Process Management

Maintain accurate records in CRM system (Odoo)
Track all customer interactions and resolutions
Update customer information and interaction history
Follow established communication guidelines
Ensure data accuracy across all platforms

Team Collaboration

Work effectively with other departments
Coordinate complex issue resolution
Share customer insights with team
Participate in improvement initiatives
Support team knowledge sharing

Sales Support

Identify upselling opportunities when appropriate
Inform customers about new products and features
Gather and document customer feedback
Support e-commerce-related inquiries
Assist with order-related questions

Compensation:

$5 per hour
No benefits package included

Training:

Day 1: Tools and templates onboarding (Odoo, Google Workspace)
Days 2-5: Shadowing with experienced team members

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