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

About the Role

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.

The transition to Phase 2 will take place once you have completed the required training, developed sufficient product knowledge, and demonstrated readiness to independently manage sales conversations.

Commission rates, targets, and applicable conditions will be communicated separately.

Strong performers can target approximately $3,000/month in total earnings, depending on sales performance. Additional performance incentives may also be available.

Technical Requirements

• Personal computer or laptop.
• Reliable high-speed internet connection (wired connection recommended).
• Noise-cancelling headset and a quiet, professional workspace.
• Ability to make and receive calls and SMS through VoIP tools.
• Access to email, CRM, and customer support platforms.
• Professional-quality camera setup for video consultations when required.

Additional Information

• Position: Full-Time | 40 hours per week.
• Schedule: Approximately 7 PM–3/4 AM Beirut Time.
• Days Off: Saturday and Sunday.
• Location: Fully Remote – Work from Anywhere.
• Paid Time Off: To be confirmed.