Inbound & Outbound Caller (Philippine-based)

STERRY; Philippines; Remote; PHP 240,000 - 420,000; Full time

Benefits offered by this job

Remote work

Job summary

STERRY Limited is seeking a proactive Inbound & Outbound Caller (Philippine-based) to handle incoming calls, make outbound follow-ups, and support our e-commerce, PR, and marketing services with professionalism. You will assist with orders, tracking, returns, and inquiries, document all interactions in the CRM, and escalate complex issues to the appropriate team, while maintaining a customer-first mindset.

Strong English communication and experience with CRM/order-management tools are required,

Qualifications

• Bachelor’s degree in Communications, Business, or related field is a plus
• At least 2 years of customer service or call center experience 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

Responsibilities

• Handle inbound calls from customers, clients, and partners professionally
• Proactively make outbound follow-ups to resolve inquiries and provide delivery updates
• Respond to product, order, delivery, and service-related inquiries across retail and wholesale channels
• Assist with order tracking, returns, exchanges, refunds, and account inquiries
• Support wholesale and retail order processing and enter order details accurately into the system
• Document all customer interactions in the CRM and maintain up-to-date records
• Escalate complex issues to the appropriate department with clear documentation
• Meet or exceed customer service performance metrics such as response time and call quality

Skills

English communication

CRM systems

Order management

Multitasking

Problem-solving

Conflict resolution

Rapport building

Education

Bachelor’s degree in Communications, Business, or related field

Tools

CRM systems

Order management platforms

Office software

Job description

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

Location: Remote
Job Type: Full-time

Join a dynamic growth marketing agency where precision meets creativityAt 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 Callerto 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 escape 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

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.