Customer Experience Specialist

Customer Experience & Sales Specialist Employment Type: Full-Time Work

Location:
Fully Remote (Work from Anywhere)

Working Hours
7 PM–3/4 AM Beirut Time Working Days: Monday to Friday Days Off: Saturday and Sunday We are looking for a customer-focused, personable, and commercially driven Customer Experience & Sales Specialist to join a growing e-commerce business. This is a two-phase position offering the opportunity to develop strong customer service and product knowledge skills before progressively transitioning into a sales-focused role. Initially, you will handle customer inquiries, resolve issues, manage feedback, and develop an in-depth understanding of the company’s products and customer journey. Once fully trained, you will gradually take on sales responsibilities, including product consultations, prospect follow-ups, objection handling, and converting qualified leads into sales. The ideal candidate enjoys helping people, communicates confidently, learns quickly, and is motivated to develop into a consultative sales professional.

Key Responsibilities
Phase 1 – Customer Support & Brand Experience
• Handle customer inquiries through email, phone, SMS, live chat, and other communication channels.
• Assist with product questions, order tracking, shipping updates, returns, warranties, and troubleshooting.
• Investigate and resolve customer complaints professionally, efficiently, and empathetically.
• Coordinate with logistics and operations teams to ensure customer issues are resolved.
• Conduct post-purchase customer outreach to collect feedback and assess satisfaction.
• Encourage customers to share authentic reviews on platforms such as Trustpilot and Google, without influencing their feedback.
• Monitor and respond to online reviews, address negative feedback, and identify recurring customer concerns.
• Maintain accurate customer records, complaints, follow-ups, and resolutions in the CRM.
• Develop comprehensive product knowledge, including specifications, features, benefits, comparisons, installation requirements, and shipping processes.
• Take ownership of customer cases from initial contact through resolution. Phase 2 – Customer Experience & Sales Following successful training and product knowledge development, you will progressively transition into sales responsibilities.
• Respond to inbound inquiries from customers demonstrating purchase intent.
• Conduct product consultations through phone, SMS, email, and video calls when necessary.
• Understand customer needs and recommend suitable products and solutions.
• Follow up with high-intent prospects and abandoned carts.
• Identify purchasing barriers, address concerns, and handle objections confidently.
• Recognize buying signals and guide qualified prospects toward completing their purchases.
• Deliver a personalized, consultative, and customer-focused sales experience without relying on high-pressure tactics.
• Maintain accurate CRM records, track leads, follow-ups, conversion rates, and closed sales.
• Work toward agreed sales targets, customer experience KPIs, and performance objectives.
• Use internal documentation and AI resources to find answers independently and escalate complex situations when necessary. Requirements
• Minimum 2 years of experience in customer service, customer success, sales, inside sales, or a similar customer-facing position.
• Excellent spoken and written English with clear pronunciation.
• Strong communication, interpersonal, and relationship-building skills.
• Comfortable communicating through phone, SMS, email, and video calls.
• Customer-first mindset with a genuine interest in developing sales skills.
• Strong organizational skills and consistent follow-up habits.
• Proactive, resourceful, and capable of independently solving problems.
• Ability to quickly learn and explain technical or product-based information.
• Comfortable handling complaints, difficult conversations, performance metrics, and sales targets.
• Willingness to progressively transition from customer support into a sales-focused role. Additional Assets:
• English/French bilingualism.
• Previous e-commerce or Shopify experience.
• Experience with CRM platforms or high-ticket sales. What Success Looks Like During Phase 1:
• Delivering fast, professional, and effective customer support.
• Resolving customer issues and taking full ownership of cases.
• Developing strong product knowledge.
• Improving customer satisfaction and brand reputation. During Phase 2:
• Responding quickly to qualified sales inquiries.
• Providing accurate product recommendations and consultations.
• Consistently following up with potential buyers.
• Handling objections and converting qualified opportunities into sales.
• Achieving agreed sales and customer experience targets. Compensation Structure Compensation will evolve as you transition from customer support into sales. Phase 1 – Customer Support & Brand Experience
• Base

Salary:
$1,500/month (take-home)
• Focus: Customer support, issue resolution, customer outreach, brand reputation, and product knowledge development. Phase 2 – Customer Experience & Sales
• Base

Salary:
$1,000/month
• Additional Compensation: Sales commissions based on closed sales.
• Focus: Inbound sales, product consultations, prospect follow-ups, objection handling, and revenue generation.