Customer Service Representative

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

📋 Description

• At Coconut, we bring together founders and businesses with exceptional remote talent, focusing on forging meaningful and dependable partnerships.

• We are firm believers that true success is achieved when all parties benefit.

• Clients reach their objectives while our virtual professionals discover purpose and advancement in their roles.

• We are currently seeking outstanding candidates to take on the position of Customer Service Representative.

⛳️ Requirements

• Address customer inquiries through various communication channels.

• Effectively resolve customer issues, complaints, and service-related problems in a prompt and professional manner.

• Deliver accurate information regarding products, services, policies, and procedures.

• Record customer interactions and maintain precise documentation in the CRM system.

• Escalate complex matters to the relevant team when needed.

• Follow up with customers to ensure satisfactory resolution of their issues.

• Process orders, returns, refunds, exchanges, or account modifications as required.

• Maintain a comprehensive understanding of product and service offerings.

• Assess customer needs and suggest suitable solutions.

• Collaborate with internal teams to enhance customer satisfaction and operational efficiency.

• Adhere to established service level agreements (SLAs), response times, and quality benchmarks.

• Experience in customer service with Shopify is preferred.

• Availability from 11am to 3pm EST on weekdays, with some hours on weekends.

• Candidates should aspire to evolve into a full customer service lead role, overseeing policy, product feedback, and training AI support processes.

• Industry/Tools Experience: Shopify.

🏝️ Benefits

• Competitive Salary – We value your skills and experience with an excellent compensation package.

• 13th Month Pay – Enjoy an additional month’s salary—after all, who doesn’t appreciate a little bonus?

• Paid Time Off – Recharge with 12 days of PTO to use as you wish—whether for vacation, self-care, or just a well-deserved break!

• US Holidays Off – Benefit from 12 paid US holidays throughout the year.

• Maternity & Paternity Leave – We support growing families by offering dedicated leave for new parents.

• Comprehensive Healthcare – We provide quality healthcare benefits for you and your family.

• Life Insurance – Our full-time HMO plan includes life insurance for added peace of mind.

• Mental Health Support – Focus on your well-being with access to mental health consultations and wellness resources.

• Milestone Gifts & Birthday Treats – We celebrate your successes and make your special day even more memorable!

• Exciting Team Experiences – Enjoy island getaways, virtual town halls, and regional meetups—because work should be enjoyable too!

• Stay Connected – Join a supportive network where you can learn, grow, and connect with remarkable individuals.