Customer Experience Agent

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

📋 Description

• Address customer inquiries through phone, chat, reviews, email, and messaging specific to platforms.

• Utilize approved responses while offering personalized assistance when necessary.

• Handle address, fraud, and operator holds in accordance with standard operating procedures (SOPs).

• Create, modify, and cancel orders as appropriate.

• Address inquiries related to order status, shipping, and delivery from TikTok and Shopify.

• Investigate and resolve issues regarding lost, delayed, or incorrect orders.

• Elevate technical or complex matters to the Customer Support Lead.

• Manage refund and return requests from TikTok while keeping precise records.

• Respond to messages, reviews, and inquiries on Amazon in line with customer service standards.

• Monitor performance metrics related to Amazon customer service.

• Oversee shipment tracking, returns, and order holds via ShipHero.

• Handle inbound calls, address customer concerns, and document call outcomes.

• Identify recurring issues and recommend enhancements to processes or FAQs.

• Remain updated on product information, promotional offers, and policy changes.

• Engage in team meetings, training sessions, and feedback discussions.

⛳️ Requirements

• Demonstrated experience in a customer support or customer service position, preferably with e-commerce or direct-to-consumer (DTC) brands.

• Required hands-on experience with Gorgias as a CRM, including ticket management, macros, tags, and workflows.

• Proven experience providing chat, email, and voice (phone) support in a dynamic customer service setting.

• Excellent written and verbal communication skills with the ability to adjust tone across various support channels.

• Experience assisting customers across platforms like Amazon, TikTok Shop, Shopify, or similar e-commerce solutions.

• Established ability to manage customer complaints, order issues, refunds, and returns with empathy and professionalism.

• Comfortable with using canned responses while discerning when personalization is necessary.

• Keen attention to detail and accurate documentation of interactions, refunds, returns, and call outcomes.

• Capability to investigate delayed, lost, or incorrect shipments and escalate as needed.

• Knowledge of customer service KPIs such as response time, resolution time, and customer satisfaction metrics.

• Highly organized, reliable, and able to handle multiple customer inquiries at once.

• Willingness to work flexible schedules, including coverage across different time zones if necessary.

• Familiarity with time-tracking tools and support systems for accurately logging hours and customer interactions.

• Proactive and solutions-oriented mindset with the ability to identify recurring issues and propose process or FAQ improvements.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Opportunities for professional development and career advancement.

• Flexible work hours and remote work options.

• Comprehensive health benefits package.

• Employee discounts on products and services.