The role involves handling inbound and outbound calls, addressing customer inquiries regarding products, billing, and order status, while meeting defined performance metrics.
About Catch Creation
Catch Creation is a global eCommerce company built for the digital age. We create, grow, and manage online brands that inspire customers and deliver real value through exceptional products and experiences. Our team thrives in a fully remote environment, combining creativity, data-driven strategy, and innovation to build scalable eCommerce solutions that perform.
From concept to conversion, we specialize in developing brands that stand out in competitive markets—driven by a passion for design, storytelling, and customer satisfaction. Every product we launch reflects our commitment to quality, authenticity, and growth.
At Catch Creation, we believe great ideas can come from anywhere—and our remote-first culture allows talented people from around the world to collaborate, innovate, and bring those ideas to life.
WHAT’S IN IT FOR YOU?
- Pay Rate: $4.25 per hour
- Permanent Work from Home
- Bi-weekly paycheck
- Performance Bonuses and Incentives
- 6th month and annual anniversary bonus
- Up to 17 days of paid leave credits
JOB DESCRIPTION:
We are seeking a reliable and customer-focused Phone Customer Service Specialist to join our team. In this role, you will handle inbound and outbound customer calls, resolve inquiries efficiently, and deliver an exceptional customer experience while meeting performance standards.
Key Responsibilities:
- Answer inbound customer calls and provide assistance with:
- Product inquiries
- Website navigation and technical assistance
- Billing questions and charges
- Order status and tracking
- Returns and replacements
- Maintain efficiency by meeting performance metrics, including an average handle time of approximately 5 minutes per call and a minimum of 60 calls per day.
- Conduct outbound calls to follow up on unresolved or disconnected customer interactions.
- Champion customer satisfaction by making sound, balanced decisions that prioritize both customer needs and overall business health.
MINIMUM QUALIFICATIONS:
- Above-average verbal communication skills with a clear, neutral accent
- Strong customer service and interpersonal skills
- Above-average technical proficiency and ability to quickly learn new systems
- Proven ability to multitask effectively, navigating multiple systems and tools while maintaining control of customer interactions
- Minimum of one (1) year of BPO experience in a customer service account
- High level of reliability and accountability, with flexibility to work varying schedules
SYSTEM REQUIREMENTS:
- Intel i5 processor or comparable equipment with at least 4GB RAM
- Reliable high-speed internet connection with a minimum speed of 30 Mbps
- Noise-canceling headset, required for use during the screening and interview process
- Dual monitors, required to be available by the first week of deployment
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Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
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- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
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