Inbound & Outbound Caller

Location:

Remote

Job Type: Full-time

Join a dynamic growth marketing agency where precision meets creativity At STERRY, we're not your average marketing agency-we're the rocket fuel behind crowdfunding and e-commerce success. Since day one, we've helped clients generate over $100 million in trackable online revenue through strategies rooted in measurable performance.

We are looking for a proactive and customer-focused Inbound & Outbound Caller to manage incoming calls, proactively handle outbound calls, and inquiries for our e-commerce, public relations, and marketing services. The ideal candidate is an excellent communicator who can provide exceptional customer support, assist with order- and service-related concerns, and ensure every customer interaction reflects our commitment to quality and professionalism.

• Answer inbound calls from customers, clients, and business partners in a professional and friendly manner.
• Proactively make outbound calls when necessary to follow up on customer inquiries, confirm order details, or provide delivery updates.
• Respond to inquiries related to products, online orders, deliveries, marketing campaigns, and company services across both retail and wholesale channels.
• Assist customers with order tracking, returns, exchanges, refunds, and general account inquiries.
• Support wholesale and retail order processing by helping customers place new orders, verifying product availability, and accurately entering order details into the system.
• Handle client inquiries regarding marketing or PR services and direct them to the appropriate team when needed.
• Manage email support for both retail and wholesale customers, responding to initial order inquiries, order confirmations, and post-purchase questions.
• Ensure timely and professional email correspondence, addressing customer concerns and providing accurate information regarding products, pricing, and shipping.
• Accurately document all customer interactions - both inbound calls and outbound communications and maintain up-to-date records in the CRM system.
• Resolve customer concerns promptly or elevate complex issues to the appropriate department.
• Escalate complex or unresolved issues to the appropriate department (E-commerce, Marketing, PR, Operations, or Wholesale & Retail teams) with clear and thorough documentation.
• Meet or exceed customer service performance metrics, including response time, call quality, email reply speed, and customer satisfaction scores.

• Education:
  
  Bachelor's degree in Communications, Business, or related field is a plus- but what truly matters is what you can build. A standout portfolio or equivalent hands-on experience is just as valued.
• At least 2 years of customer service, call center, e-commerce, or client support experience is preferred.
• Excellent verbal and written English communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Comfortable using CRM systems, order management platforms, and basic office software.
• Ability to multitask and work efficiently in a fast-paced environment.
• Willingness to work flexible schedules when required.

• Experience supporting e-commerce platforms (e.g., Shopify, Woo Commerce, Amazon, or similar).
• Familiarity with digital marketing, public relations, or client services is a plus.
• Strong attention to detail and organizational skills.
• Customer-first mindset with a positive and professional attitude.
• Ability to build rapport with customers and clients while maintaining professionalism.

STERRY Limited is an equal opportunity employer.