Customer Support & Sales Agent | E-commerce | Remote

Foxelli Group; Remote; MYR 20,000 - 100,000; Full time

Job summary

A leading e-commerce company is hiring a Customer Support & Sales Agent in Kuala Lumpur, Malaysia. The role involves delivering friendly support via phone, chat, and email, while conducting customer interviews and driving product upsells. Candidates should have excellent English skills and experience in customer support. This is a full-time remote position with competitive pay, flexible hours, and generous benefits including health perks and a professional development budget.

Benefits

Full flexibility with your schedule

Complimentary gym memberships

Personal development budget

Generous paid time off

Budget for home office setup

Strong company culture

Qualifications

• Fluent or near-native spoken English for clear communication.
• Experience in phone-based customer support and upselling.
• Strong emotional intelligence and active listening skills.

Responsibilities

• Deliver friendly and solution-oriented support.
• Conduct structured phone interviews with potential customers.
• Drive upsells by identifying value-aligned opportunities.
• Resolve customer issues calmly and effectively.
• Record feedback to help improve services.
• Collaborate cross-functionally for a smooth customer journey.

Skills

Fluent or near-native spoken English

Proven experience in phone-based customer support

Strong emotional intelligence

Active listening skills

Ability to build trust over the phone

Reliable computer and high-speed internet connection

Previous remote work experience

Job description

At Foxelli, we’re building more than e-commerce brands — we’re building a tribe of thoughtful humans: AI enthusiasts, curious builders, and ambitious minds who care about doing meaningful work together. Ten years in, our D2C brands reach millions and generate over $20M annually. Our focus stays simple: create products customers love and a team that actually enjoys building them.

If you love to learn, experiment, think boldly, make decisions, and build things that matter — you’ll feel at home with us.

WHY JOIN FOXELLI

Foxelli is a place for people who think deeply, learn quickly, automate repetitive work, enjoy spending time together, and build things that matter. We work hard, joke often, and don’t take ourselves too seriously.

If you’re excited about AI, eager to learn, and want to create work that genuinely means something with people who care, you’ll feel right at home with us — no matter where you are in your career.

THE ROLE

This is not your standard support role. At Foxelli, we expect our support team to connect, listen, solve, and sell with empathy.

As a Customer Support & Sales Agent, you’ll be the first human contact for our customers, delivering friendly, helpful service via phone, chat, social media communication, and email. You’ll also conduct phone interviews, offer product recommendations, and drive upsells that genuinely benefit the customer.

This is a full‑time role with possible schedules:

🕖 Preliminary hours 2 AM – 10 AM (GMT+2), including a 1‑hour break (9‑hour total availability per day); 🗓️ May include weekends.

Responsibilities

• Deliver friendly and solution‑oriented support via phone, chat, and email
• Conduct structured phone interviews with potential customers to assess needs and recommend products
• Drive upsells by identifying value‑aligned opportunities – no pushy tactics here
• Resolve customer issues with calmness, care, and follow‑through
• Record feedback and flag trends to help the team improve our services
• Maintain a professional tone that reflects our brand values across all communication channels
• Collaborate cross‑functionally to ensure a smooth customer journey from start to finish

Skills & Experience

• Fluent or near‑native spoken English – clear and professional communication is a must
• Proven experience in phone‑based customer support and upselling
• Strong emotional intelligence, active listening skills, and the ability to build trust over the phone
• Comfortable working independently and managing a consistent daily workload
• Reliable computer and high‑speed internet connection
• Previous remote work experience is a plus

THE RECRUITMENT PROCESS

• Apply — A simple form that helps us know who’s stepping into our world.
• DiSC Assessment + Ribbon AI Interview — DiSC shows how you work with people. Ribbon is a short, guided video step that helps us understand your thinking style in a calm, private space
• Text Task — A small real‑work challenge so we can see how you approach problems in action.
• Interview — A conversation with your manager to feel the work chemistry, get to know each other, and explore what we could build together

FIXED SERVICE FEE

Up to €800 after taxes, depending on your skills, competencies, and experience.

❕Please note that this role is based on a freelance agreement.

Perks & Benefits

• Full flexibility with your schedule in a fully remote setting, while Hubstaff ensures transparency and fairness.
• Complimentary gym memberships and company‑sponsored outdoor adventures for your strength and to keep your physical well‑being in check.
• A personal development budget is at your disposal for your personal and professional growth to ensure you keep growing continuously.
• Generous paid time off, including parental leave and vacation days, to recharge and rejuvenate and ensure you’re well‑re‑stressed.
• A budget for your home office setup so you’re comfortable working how you like and where you like.
• Strong company culture and a network of unique individuals that celebrate you.

ELIGIBILITY & LOCATION REQUIREMENTS

❕This role is 100% remote.

Our tribe works primarily in the Eastern European Time Zone (EET — UTC+2/UTC+3). We also use Revolut for payments, so we are open to hiring candidates in countries where Revolut payments are supported.

For full‑time roles, we ask that you’re available for at least 5 hours during typical EET working hours — it keeps collaboration smooth and communication easy. (This doesn’t apply to part‑time roles.)

Currently, we are hiring in Albania, Bosnia and Herzegovina, Croatia, Czech Republic, Estonia, Greece, Georgia, Kosovo, Latvia, Lithuania, Moldova, Montenegro, North Macedonia, Poland, Portugal, Romania, Slovakia, Malta, Slovenia, Serbia, Cyprus, Bulgaria, Hungary, Netherlands, the United Kingdom, and South Africa.