Inbound & Outbound Caller (Philippine-based)

Sterry Limited; Hong Kong; Remote; HKD 35,000 - 58,000; Full time

Benefits offered by this job

Equal opportunity employer

Job summary

STERRY Limited is seeking a proactive Inbound & Outbound Caller (Philippine-based) to manage calls and inquiries for e-commerce, PR, and marketing services. This remote, full-time role requires excellent English communication and strong customer-service focus.

You will handle orders, provide delivery updates, track shipments, and assist with returns. Experience with Shopify, WooCommerce or similar platforms is a plus; CRM familiarity is essential.

Qualifications

• Experience in customer service, call center, or e-commerce support is preferred.
• Excellent verbal and written English communication skills.
• Comfortable using CRM systems, order management platforms and basic office software.

Responsibilities

• Handle inbound calls professionally and with a customer-first approach.
• Make proactive outbound calls to follow up on inquiries and orders.
• Respond to product, order, delivery, and service questions across retail and wholesale channels.
• Assist customers with tracking, returns, refunds, and account inquiries.
• Help customers place orders and verify product availability in the system.
• Direct inquiries about marketing or PR services to the appropriate team.
• Manage email support for retail and wholesale customers with timely responses.
• Document all interactions accurately in the CRM and maintain records.

Skills

Customer service

Call center

CRM systems

Order management

E-commerce

Education

Bachelor's degree

Tools

CRM software

Job description

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.

The Role

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.

What You'll Do

• 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.

Inbound & Outbound Caller (Philippine-based) - STERRY Limited

Location: Remote

Job Type: Full-time

Who You Are

• 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.

What You’ll Bring

• Experience supporting e-commerce platforms (e.g., Shopify, WooCommerce, 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.