Customer Care Representative

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Address customer inquiries via email within 24 hours and through additional platforms like Kickstarter when appropriate.

• Completely resolve and take action on all customer issues within 3 working days.

• Organize and manage support tickets to ensure no inquiries are overlooked.

• Review orders in Shopify and comprehend the status of each one.

• Process and monitor orders effectively.

• Collaborate with the 3PL team regarding fulfillment, shipping, and tracking.

• Follow up on delayed, missing, or incorrect orders.

• Take ownership of customer issues from initiation to resolution, involving others as necessary.

• Keep customers informed so they do not need to pursue the company for updates.

• Identify recurring customer issues and propose solutions to address underlying problems.

• Contribute to enhancing support systems and automating repetitive tasks.

• Escalate significant issues when required while exercising judgment to resolve everyday challenges.

• Assist in refining the customer care philosophy based on emerging customer feedback.

⛳️ Requirements

• 2–3+ years of experience in customer service or customer support.

• Proficient knowledge of Shopify.

• Experience in providing customer support via email.

• Familiarity with WhatsApp is a plus.

• Exceptional written communication skills.

• Highly organized and detail-oriented.

• Capable of independently finding solutions rather than waiting for direction.

• Calm and considerate when interacting with frustrated customers.

• Able to make reasonable decisions without needing approval for every minor issue.

• Comfortable operating in a dynamic e-commerce environment.

• Strong understanding of fulfillment and shipping processes.

• Competent in troubleshooting common issues related to orders, tracking, delays, and deliveries.

• Experience managing a high volume of customer service tickets while ensuring timely and organized responses.

• Must be available online from 10 AM–2 PM Philippine time for team and customer support.

• Full-time availability is required.

🏝️ Benefits

• Flexible working hours surrounding the mandatory coverage window of 10 AM–2 PM Philippine time.

• No routine evening work required.