Customer Service Call Taker

We are looking for reliable and customer-focused individuals based in the Philippines to join our team as Customer Service Call Takers, supporting a UK-based business.

This is a fully remote role handling inbound calls from customers, assisting with queries such as delivery updates, product issues, and general support.

About Us

Buy It Direct is one of the UK’s largest online retailers. We built our business on a simple Yorkshire principle: instead of charging more for the same products as our competitors, we cost less, sell more, and deliver greater value. We pride ourselves on excellent customer service and fast, reliable delivery. You can learn more about us here Buy it Direct | One of the UK's Largest Online Retailers

 

Key Responsibilities

• Handle incoming customer calls in a professional and friendly manner.
• Manage complaints and irate customers calmly and patiently.
• Assist with delivery-related queries, including tracking, delays, and updates.
• Resolve product-related issues, including faults, damages, returns, and replacements.
• Respond to customer email inquiries accurately and in a timely manner, providing clear and professional resolutions.
• Accurately log customer interactions, case updates, and resolutions in internal systems.
• Provide clear, helpful solutions while maintaining a positive customer experience across both phone and email channels.

What We’re Looking For

• Remains calm, composed, and professional when handling challenging or upset customers.
• Reliable, dependable, and consistently punctual.
• Demonstrates strong attention to detail and accuracy in all tasks.
• Proactively identifies issues, shares constructive feedback, and contributes ideas to improve customer service and team performance.
• Takes ownership of customer concerns and is committed to delivering effective resolutions.
• Works collaboratively within a team while also being confident and self-sufficient when working independently.

Requirements (Essential)

• Previous experience in a customer service or contact center environment is preferred.
• Excellent verbal and written communication skills in English.
• Strong problem-solving abilities with the confidence to communicate effectively with customers.
• Able to thrive in a fast-paced environment while maintaining accuracy and delivering high-quality customer service.

Technical Requirements

Due to the nature of the role, all applicants must have a reliable home working setup:

• Starlink internet connection is strongly preferred (or willingness to install if required)
• At least one reliable backup internet connection (mandatory)
• Dual-screen setup (minimum 2 monitors)
• Quiet, dedicated workspace suitable for taking calls
• Reliable computer/laptop capable of running multiple systems smoothly
• Wired headset with clear microphone (minimal background noise)
• Stable power supply (backup power strongly recommended)

Working Hours (UK Time)

• Initial schedule: 
    - Monday: 9:00am – 6:00pm (UK Time)
    - Tuesday – Thursday: 9:00am – 5:30pm (UK Time) 
    - Friday: 9:00am – 5:00pm (UK Time)
• Flexibility required: during peak periods, shifts may change and start and finish times can range between 8:00am – 9:00pm UK time on calls
• Weekend work is required.

Salary

• ₱234 per hour
• Potential for additional bonuses based on performance

How to Apply

To be considered for this position, please send your CV and details of your home office setup.

 Please include the following details:

• Name of the person who referred you
• Internet provider(s) and speed(s)
• Type of internet connection (Starlink, fibre, mobile hotspot, etc.)
• Number of screens / monitors
• Any backup power or other relevant setup details 

Please send this information in bullet point format to emilyscorgie@buyitdirect.co.uk

 

IMPORTANT

Applications must include all the information requested above. If your email does not include your CV and the full breakdown listed in the ‘How to Apply’ section, your application will not be considered.