Customer Service Specialist

About the role

Our client, a US‑based company that creates custom mirror frame kits, is seeking Customer Service Specialists to deliver exceptional support throughout the customer journey. The role involves assisting prospective and existing customers with product selection, measurements, ordering, installation, troubleshooting and order follow‑up in a high‑volume, multi‑channel environment.

Key responsibilities

• Respond to customer inquiries via phone, email, SMS, chat and voicemail promptly and professionally.
• Develop deep knowledge of products, measurement requirements, installation guidelines and company policies.
• Guide customers through product selection, accurate measurement entry, ordering and installation processes.
• Make outbound follow‑up calls to obtain missing measurements, photos or approvals needed to progress orders.
• Research and process orders using e‑commerce and order‑management systems, troubleshooting any issues.
• Maintain accurate documentation of interactions and follow issues through to resolution.
• Coordinate with internal departments to resolve customer and order‑related concerns.
• Manage multiple inquiries while maintaining quality and productivity standards.

Required profile

• Previous customer service experience with strong written and verbal English communication.
• High empathy, patience and a customer‑service orientation.
• Confidence and professionalism when speaking with customers on the phone.
• Ability to learn detailed product information and apply it accurately.
• Strong problem‑solving, critical‑thinking and attention‑to‑detail skills.
• Proactive, organized, resourceful and dependable, able to handle multiple priorities.

Required skills

• Experience with Aircall.
• Experience with Shopify.
• Experience with NetSuite.
• Experience with Gorgias.