Customer Service Representative

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

📋 Description

• Address customer inquiries through various communication channels.

• Resolve customer issues, concerns, and service-related problems.

• Provide precise information regarding products, services, policies, and procedures.

• Record customer interactions in the CRM system.

• Refer complex issues to the relevant team.

• Follow up with customers to ensure a satisfactory resolution.

• Handle orders, returns, refunds, exchanges, and account modifications.

• Maintain an up-to-date knowledge of products and services.

• Identify customer needs and suggest suitable solutions.

• Work alongside internal teams to enhance customer satisfaction and operational efficiency.

• Achieve SLAs, response time expectations, and quality benchmarks.

• Progress towards a customer service leadership role that includes policy management, product feedback, and AI support-flow training.

⛳️ Requirements

• Proven experience in addressing customer inquiries across multiple communication channels.

• Demonstrated ability to resolve customer concerns, complaints, and service issues efficiently and professionally.

• Competence in providing accurate information about products, services, policies, and procedures.

• Capability to document customer interactions and maintain precise CRM records.

• Skill in appropriately escalating complex issues.

• Ability to follow up with customers to ensure satisfactory resolutions.

• Experience in processing orders, returns, refunds, exchanges, or account updates.

• Strong knowledge of products and services.

• Ability to identify customer needs and propose relevant solutions.

• Proficiency in collaborating with internal teams.

• Capability to meet SLAs, response times, and quality standards.

• Previous customer service experience with Shopify.

• Availability from 11 am to 3 pm EST on weekdays plus some weekend hours.

• Must be seeking to advance into a full customer service leadership role overseeing policy management, product feedback, and AI support-flow training.

• English proficiency rating using CEFR to be included in the application form.

• Resume must align with the Coconut VA Profile Template.

• A one-minute introduction video, ideally recorded using Loom, with a functional link is required.

• Must specify city/municipality, province, and region in the application.

• Inclusion of job code 1789070758976 is necessary when applying.

🏝️ Benefits

• Competitive Salary.

• 13th Month Pay.

• Paid Time Off — 12 days of PTO.

• 12 paid US holidays.

• Maternity & Paternity Leave.

• Comprehensive Healthcare.

• Life Insurance.

• Mental Health Support, including consultations and wellness resources.

• Milestone Gifts & Birthday Treats.

• Team Experiences, such as island getaways, virtual town halls, and regional meetups.

• A supportive professional network for learning, growth, and connection.

• Referral bonuses for both the applicant and referrer, subject to terms and conditions.