Customer Service Specialist

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TYPE OF WORK

Full Time

SALARY

$600 a month + 13th Month Pay

HOURS PER WEEK

40

DATE UPDATED

Jul 17, 2026

JOB OVERVIEW

Responsibilities

The Customer Service Specialist serves as a frontline owner of the customer experience across phone, email, chat, direct-to-consumer, and marketplace channels. This role resolves product, order, refund, warranty, review, and marketplace inquiries with accuracy, empathy, and clear documentation. The Specialist is expected to follow defined workflows, maintain strong product knowledge, use available systems consistently, and support scalable, high-quality service across APEC Water Systems and PurePlay brand products.
Specific Job Functions

Manage inbound and outbound customer interactions across phone, email, chat, and assigned digital support channels.

Resolve customer inquiries related to product support, troubleshooting, sales, order status, refunds, returns, warranty, replacement parts, and marketplace questions.

Monitor and respond to assigned marketplace reviews, product Q&A, and backend support tasks across Amazon, Yotpo, Trustpilot, Google, BBB, Home Depot/Lowe’s Q&A, and other active customer-facing platforms.

Maintain accurate case documentation, including tags, macros, customer issue details, troubleshooting steps, resolution notes, escalation owner, and next action required.

Follow defined intake, routing, escalation, refund, replacement, and handoff workflows; escalate exceptions with complete context and urgency.

Partner with Order Operations, Supply Chain, Accounting, Quality, and CS teammates to resolve customer issues and ensure timely follow-through.

Identify recurring customer issues, product questions, review themes, and process gaps; share feedback with leadership to improve playbooks, training, macros, and customer experience.

Maintain current product, policy, marketplace, and system knowledge to provide accurate and consistent customer support.

Support training, documentation, and peer coaching as needed.

Perform other duties as assigned.
Requirements

2+ years of customer service experience required; eCommerce, consumer products, or marketplace support experience preferred.

Strong English communication skills, both written and verbal, with strong documentation discipline.

Experience supporting customers through phone, email, and chat.

Please provide a short video 1-3 minutes providing an introduction of yourself and work history

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