Customer Service and Ecommerce Operations Specialist

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

📋 Description

• Deliver customer support for a renowned UK footwear brand.

• Handle customer inquiries, complaints, product fitting and sizing guidance, returns, and reviews.

• Respond to Gorgias tickets and chat inquiries from both UK and US websites.

• Escalate complaints and issues as necessary.

• Develop product knowledge to provide tailored fit, sizing, and suitability advice.

• Uphold the brand's tone of voice in all written communications.

• Monitor and react to customer reviews.

• Address return issues through SWAP and collaborate with fulfillment partners.

• Compile monthly summaries highlighting recurring return reasons and fit or sizing trends.

• Assist with Shopify product uploads and content management tasks.

• Conduct SEO optimization with the assistance of AI tools.

• Ensure accurate maintenance of product data, sizing details, descriptions, images, and stock status.

• Support seasonal catalog launches.

• Review AI-resolved conversations for quality and tone consistency.

• Enhance macros, help center content, and AI instructions.

• Monitor contacts resolved without human intervention and pinpoint automation opportunities.

• Direct complaints and sensitive issues to human representatives.

• Provide around four to six hours per week of structured administrative support to the founder, which includes document preparation, research, data collection, and coordination of diary and travel arrangements.

⛳️ Requirements

• Exceptional command of the English language.

• Outstanding written communication skills characterized by warmth, clarity, and precision.

• Proactive problem solver who takes initiative and ownership.

• Confident and at ease when engaging with customers.

• Prior customer service experience with a direct-to-consumer e-commerce or retail brand, preferably serving UK or US clients.

• Familiarity with helpdesk platforms such as Gorgias, Zendesk, Re:amaze or similar systems.

• Basic knowledge of Shopify is advantageous but not mandatory; training will be provided.

• Experience with Canva or similar design tools is a plus.

• Comfortable utilizing AI-assisted tools as part of daily operations.

• Able to work autonomously with minimal supervision and proactively address issues.

• Strong customer affinity, particularly for predominantly female clients over 50 who expect personalized service.

• Must be able to work during UK business hours.

🏝️ Benefits

• Competitive compensation package tailored to your skills and experience.

• Night differential pay.

• Comprehensive HMO coverage, with a free dependent from Day 1.

• Employee referral program offering attractive incentives.

• 20 days of annual leave.

• Engaging team activities and events.

• Opportunity to build strong, high-impact relationships with key stakeholders throughout the organization.

• Initiatives to enhance client engagement.