Customer Support & Sales Agent | E-commerce | Remote
At Foxelli Group, we're not just leading the digital marketplace - we're redefining it. With 10 years of experience and a portfolio of thriving direct-to-consumer (D2C) brands generating over $20 million USD annually, we’re pushing boundaries to achieve our next growth milestone.
That’s why we’re on the hunt for empathetic, articulate, and sales-driven Customer Support & Sales Agents who are ready to make a real impact.
THE ROLE
This is not your standard support role. At Foxelli, we expect our support team to connect, listen, solve, and sell with empathy.
As a Customer Support & Sales Agent, you’ll be the first human contact for our customers, delivering friendly, helpful service via phone, chat, social media communication, and email. You’ll also conduct phone interviews, offer product recommendations, and drive upsells that genuinely benefit the customer.
This is a full-time role with a fixed schedule:
7:00 AM – 4:00 PM Malaysia time, including a 1-hour break (9-hour total availability per day)
️ May include weekends
RESPONSIBILITIES
Deliver friendly and solution-oriented support via phone, chat, and email
Conduct structured phone interviews with potential customers to assess needs and recommend products
Drive upsells by identifying value-aligned opportunities – no pushy tactics here
Resolve customer issues with calmness, care, and follow-through
Record feedback and flag trends to help the team improve our services
Maintain a professional tone that reflects our brand values across all communication channels
Collaborate cross-functionally to ensure a smooth customer journey from start to finish
SKILLS & EXPERIENCE
Fluent or near-native spoken English – clear and professional communication is a must
Proven experience in phone-based customer support and upselling
Strong emotional intelligence, active listening skills, and the ability to build trust over the phone
Comfortable working independently and managing a consistent daily workload
Reliable computer and high-speed internet connection
Previous remote work experience is a plus
THE RECRUITMENT PROCESS
DISC Assessment (10 min)
A brief assessment to understand your working style and team dynamics. Aligned with the OCEAN (Big Five) framework to support well-rounded collaboration.
Introductory Call with Talent Acquisition (15-20 min)
An opportunity to learn more about each other, discuss your background, the role, and our company culture.
Role-Related Task
A short assignment designed to reflect real aspects of the position and highlight your approach to problem-solving.
Final Interview (20-30 min)
A conversation with the Hiring Manager and HR to explore your expertise, alignment with the role’s vision, and answer any questions you may have.
Reference Check
Conducted as a final step to confirm previous experience and ensure a strong mutual fit.
Decision & Feedback
We’ll provide timely and transparent feedback, regardless of the outcome.
Pre-Trial Period (2 weeks, paid) You’ll work part-time hours to get a feel for the role. This is your chance to show us how you communicate and handle tasks in a real-world setting.
FIXED SERVICE FEE
€500 - 550€ after taxes, depending on your skills, competencies, and experience.
❕Please note that this role is based on a freelance agreement.
PERKS & BENEFITS
Complimentary gym memberships and company-sponsored outdoor adventures for your strength and to keep your physical well-being in check.
A personal development budget is at your disposal for your personal and professional growth to ensure you keep growing continuously.
Generous paid time off, including parental leave and vacation days, to recharge and rejuvenate and ensure you’re well-rested.
A budget for your home office setup so you’re comfortable working how you like and where you like.
Strong company culture and a network of unique individuals that celebrate you.
Full flexibility with your schedule in a fully remote setting for your control of a working day, powered by Hubstaff for transparency and fairness.
ELIGIBILITY & LOCATION REQUIREMENTS
❕This role is 100% remote.
At Foxelli Group, our team operates primarily in the Eastern European Time Zone (EET), which is UTC+2 and UTC+3. We also use Revolut for payments, so we are open to hiring candidates in countries where Revolut payments are supported.
This requirement does not apply to part-time roles.
Currently, we are hiring in Albania, Bosnia and Herzegovina, Croatia, Czech Republic, Estonia, Greece, Georgia, Kosovo, Latvia, Lithuania, Moldova, Montenegro, North Macedonia, Poland, Portugal, Romania, Slovakia, Malta, Slovenia, Serbia, Cyprus, Bulgaria, Hungary, Netherlands, the United Kingdom, and South Africa, Malaysia, Philippines