Customer Service Specialist

PersonalHour is a fast-growing fitness and wellness brand focused on bringing high-quality Pilates equipment to homes and studios. Our mission is Pilates for Everyone - making professional-grade Pilates accessible, reliable, and supported by exceptional customer service.
As our customer base continues to grow, we are expanding our support team in Jordan to ensure every customer receives timely, thoughtful, and accurate assistance.
Role OverviewWe are looking for a Customer Support Specialist to handle email and website chat inquiries from customers.
This role requires excellent written communication in English, strong attention to detail, and a genuine desire to help people. The right candidate is compassionate, organized, and able to quickly understand situations so they can either resolve them directly or route them to the appropriate team.You will often be the first point of contact for our customers, representing PersonalHour with professionalism, kindness, and clarity.
Key Responsibilities
Customer CommunicationRespond to customer inquiries through email and website chatProvide clear, accurate, and helpful responses to customer questionsMaintain a friendly and professional tone in all communications
Issue HandlingResolve straightforward cases immediately (tracking requests, basic questions, order updates, etc.)Properly identify and escalate complex cases to the appropriate team memberInform customers when a case has been opened and follow proper documentation procedures
Information AccuracyCarefully review orders, shipping information, and customer requestsMaintain precise internal notes when cases are escalated
Knowledge DevelopmentContribute to the creation and improvement of a customer support knowledge baseHelp document common cases and solutions to improve efficiency and response speed
Ideal Candidate
We are looking for someone who is:Fluent in written EnglishExtremely detail-orientedA natural reader and researcher who enjoys understanding things thoroughlyCompassionate and patient with customersQuick and responsive, while maintaining accuracyOrganized and dependableProactive in solving problems and improving processesPassionate about helping people
This role is well suited for someone who enjoys clear communication, problem-solving, and building systems that improve over time.
RequirementsExcellent written English communication skillsStrong attention to detail and accuracyAbility to analyze situations and determine the correct next stepComfortable using online systems and customer support toolsAbility to manage multiple conversations and requests simultaneously
Experience in customer support, e-commerce, or helpdesk systems is a great plus.
What We OfferOpportunity to join a growing international brandA supportive team environment focused on excellenceCompetitive compensation based on experience
How to ApplyIf you believe you are a strong fit for this role, please apply through LinkedIn with your resume and a short note explaining why you would be a great fit for the role.We look forward to hearing from you.

Why This Role Is a Great Opportunity

Joining PersonalHour as a Customer Service Specialist offers an incredible opportunity to grow your career in the thriving fitness and wellness industry. As a part of our dynamic team, you will not only enhance your customer service skills but also gain insight into operational aspects of a fast-growing brand. This role is perfect for individuals who are passionate about fitness and wellness and wish to contribute to a mission that prioritizes making Pilates accessible to everyone.

This position is a stepping stone to numerous career paths within PersonalHour, as we value internal growth and development. As the company expands, there are ample opportunities for advancement into leadership roles or specialized functions within the customer service department. You'll be at the forefront of customer interactions, playing a crucial role in shaping the customer experience and influencing brand loyalty.

Key Skills You Need to Succeed

• Excellent Written Communication: Essential for crafting clear and professional email and chat responses that effectively address customer inquiries.
• Problem-Solving Abilities: Critical for quickly identifying customer issues and providing practical solutions to enhance customer satisfaction.
• Technical Proficiency: Familiarity with tools like Excel is necessary for managing customer data and generating insightful reports to improve service efficiency.
• Empathy and Patience: Important for understanding customer needs and ensuring a positive experience, especially when dealing with challenging situations.
• Time Management: Ability to handle multiple customer queries efficiently, ensuring timely responses and maintaining service quality.

Tips to Get Hired for This Role

To stand out as a candidate for the Customer Service Specialist position at PersonalHour, tailor your resume to highlight relevant skills such as communication, problem-solving, and customer service experience. Be sure to include any specific achievements that demonstrate your ability to improve customer satisfaction or resolve complex issues.

During the interview, showcase your passion for fitness and wellness, and express your enthusiasm for PersonalHour's mission. Prepare to discuss scenarios where you successfully managed customer interactions and how you contributed to improving service processes. Demonstrating your understanding of the company's values and goals will set you apart from other candidates.

Additionally, familiarize yourself with PersonalHour's product line, particularly the Pilates equipment, to speak knowledgeably about how you can assist customers effectively. This will show your commitment to becoming a valuable team member who is ready to contribute from day one.