Customer Service Representative

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

📋 Description

• At Coconut, we connect entrepreneurs and businesses with exceptional remote talent while emphasizing meaningful and dependable partnerships.

• We believe that success is achieved when all parties benefit. Clients reach their objectives, and our virtual professionals discover purpose and growth in their roles.

• Position: Customer Service Representative

• Work Schedule: Part-time - 30 hours/week.

• Time Zone: 11 AM to 3 PM EDT + Weekends.

⛳️ Requirements

• Address customer inquiries through various communication channels.

• Resolve customer issues, complaints, and service challenges promptly and professionally.

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

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

• Refer complex issues to the appropriate team when necessary.

• Follow up with customers to ensure their concerns have been satisfactorily addressed.

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

• Maintain a strong understanding of products and services.

• Identify customer needs and suggest suitable solutions.

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

• Meet established service level agreements (SLAs), response times, and quality standards.

• Experience in customer service with Shopify is preferred.

• Availability from 11 AM to 3 PM EST on weekdays, plus additional hours on weekends.

• Candidates must be eager to progress to a full customer service lead role, overseeing policy, product feedback, and training AI support flows.

• Relevant Industry/Tools Experience: Shopify.

🏝️ Benefits

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

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

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

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

• Maternity & Paternity Leave – We support families with 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 your peace of mind.

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

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

• Exciting Team Experiences – Participate in 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.