Customer Experience Specialist

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

📋 Description

• Manage a daily queue of customer interactions via email, chat, and marketplace messaging.

• Analyze order and shipping issues utilizing carrier systems, warehouse records, tracking information, and marketplace dashboards.

• Oversee cases until resolution, including follow-ups with warehouses and updates for customers.

• Handle processing of replacements, refunds, and reshipments.

• Submit claims for damages and losses to the appropriate entities.

• Adhere to guidelines for approving refunds and replacements while escalating exceptions as needed.

• Identify and report recurring product and shipping trends along with supporting evidence.

• Respond to customers on platforms such as Amazon, Walmart, Target, Michaels, Macy's, and Shopify in compliance with platform rules and response time expectations.

• Safeguard account health metrics, which include response time, defect rate, valid tracking, and timely delivery.

• Manage returns and A-to-z claims situations.

• Review conversations handled by Zendesk AI and flag any unanswered inquiries.

• Validate AI-generated responses before committing to customer interactions.

• Create and maintain help center documentation.

• Assist in determining which issues are resolved by AI and which require human intervention.

• Utilize insights from the queue to enhance automation.

• Craft clear, warm, and specific replies to customers.

• Take responsibility for service failures and maintain review ratings and repeat purchase rates.

⛳️ Requirements

• Exceptional written English; fluent, natural, and adept at adjusting tone as needed.

• Over 1 year of experience in customer support, e-commerce operations, or a related field, or a compelling reason why you would excel in this role without prior experience.

• Proficient in spreadsheets, including filtering, lookups, and interpreting tracking or order exports independently.

• Possess a genuinely investigative mindset.

• Reliable internet connection.

• Quiet and dedicated workspace.

• Availability during US business hours.

• Experience with Zendesk, Gorgias, or a similar helpdesk system is a plus.

• Familiarity with Amazon Seller/Vendor Central, Walmart Seller Center, or Shopify is advantageous.

• Knowledge of carrier tracking, claims procedures, or 3PL workflows is beneficial.

• Experience with AI tools in a support environment is a plus.

🏝️ Benefits

• Full-time remote work opportunity.

• Competitive salary tailored to your market, with reliable payment.

• Comprehensive onboarding process.

• Genuine exposure to e-commerce operations, logistics, marketplaces, and AI tools.

• Opportunities for advancement into senior customer experience, operations, or quality roles as the company grows.