Escalations Support (Phones - Remote)

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TYPE OF WORK

Full Time

SALARY

$5 per hour

HOURS PER WEEK

40

DATE UPDATED

Sep 15, 2026

JOB OVERVIEW

About Us
GymSets is a growing UK e-commerce company specialising in gym and fitness equipment. We are looking for a highly confident and professional Phone Support & Trustpilot Escalations Specialist to join our customer support team.

This role is ideal for someone with excellent communication skills, a confident telephone manner, and the ability to remain calm and professional when dealing with frustrated or dissatisfied customers. You will be responsible for handling customer calls, resolving concerns, and managing escalated customer issues raised through Trustpilot, with the goal of reaching fair and positive resolutions while protecting the GymSets customer experience and reputation.

Key Responsibilities

Phone Support
• Handle inbound and outbound customer calls in a professional and friendly manner
• Clearly understand customer concerns and provide accurate, solution-focused assistance
• Assist customers with product enquiries, orders, deliveries, returns, warranties, and after-sales concerns
• Handle frustrated or dissatisfied customers calmly and professionally
• Explain company policies and available solutions clearly and confidently
• Take ownership of customer issues and follow them through to resolution
• Accurately document calls, actions taken, and agreed resolutions within the appropriate system
• Escalate complex, technical, or sensitive cases to the relevant internal team when necessary

Trustpilot Escalations
• Monitor and respond to escalated customer concerns raised through Trustpilot
• Contact customers where appropriate to better understand and resolve their concerns
• Investigate the customer's order history and previous interactions before responding
• Communicate professionally with customers who have had a negative experience
• Work towards appropriate resolutions while following company policies and procedures
• Maintain a professional and empathetic tone when responding to negative feedback
• Identify recurring customer issues and provide feedback to management
• Help turn negative customer experiences into positive outcomes where possible

Requirements
• Excellent spoken and written English
• Exceptional communication and interpersonal skills
• Confident and professional telephone manner
• Previous experience in phone-based customer support, customer service, complaints handling, or escalations is preferred
• Experience dealing with dissatisfied or difficult customers is an advantage
• Strong active listening and problem-solving skills
• Able to remain calm, patient, and professional under pressure
• Strong empathy and the ability to communicate with customers in a respectful and reassuring manner
• Good judgement when handling sensitive or escalated situations
• Strong attention to detail and accurate documentation skills
• Comfortable using CRM, helpdesk, ticketing, and other customer support systems
• Able to work independently and manage multiple customer cases efficiently
• Reliable high-speed internet connection
• Quality headset with a clear microphone
• Quiet and professional home working environment suitable for customer calls

What We Offer
• Full-time, long-term remote opportunity
• Opportunity to work with a growing UK e-commerce company
• Comprehensive onboarding and training
• Documented procedures and ongoing support
• Supportive and collaborative management team
• Opportunities for growth as the business continues to expand

Working Hours
9:00 AM to 5:00 PM UK Business hours (4:00 PM to 12:00 AM Philippine Time)

How to Apply
Please submit your application with the subject line: Phone Support Escalations – Your Full Name

Please include:
• Your updated CV or resume
• A 30-60 second voice recording or short video introducing yourself and explaining your relevant customer support experience
• A brief summary of your experience handling phone support, complaints, escalations, or difficult customers
• Any experience using CRM, helpdesk, ticketing, or e-commerce platforms

Please note: Excellent spoken English and a confident telephone manner are essential for this position. Shortlisted applicants may be required to complete a brief communication or phone-support assessment.

Only shortlisted applicants will be contacted for the next stage of the recruitment process.

SKILL REQUIREMENT
Phone Support Customer Relationship Management Back Office Support
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