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.
