Customer Service Representative, E-commerce

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

📋 Description

• Address customer inquiries through email and inbound calls.

• Aid customers in processing order cancellations and placing new orders.

• Respond to product-related queries and offer suggestions.

• Recognize suitable upselling chances during customer engagements.

• Manage requests for refunds, returns, and exchanges while prioritizing customer retention.

• Adhere to established customer service protocols and procedures.

• Elevate issues that necessitate client approval or exceptions to policy.

• Adjust to new processes and workflows as the client enhances its support operations.

⛳️ Requirements

• Must be willing to work night shifts.

• Exceptional spoken English with clear articulation, excellent communication skills, and the capability to assist US-based customers via phone.

• Outstanding written English with strong grammar, comprehension, and professional email communication proficiency.

• Experience in e-commerce customer support.

• Knowledge of order management, cancellations, refunds, exchanges, and product inquiries.

• Inbound voice experience dealing with customer calls, including challenging conversations and urgent requests.

• Ability to recognize upselling opportunities and provide product suggestions.

• Skill in converting potential refunds into exchanges or retained orders.

• Strong customer service abilities, encompassing empathy, patience, proactivity, and trust-building.

• Flexibility to adapt to evolving operations and workflows.

• Prior experience using Intercom for customer support (preferred).

• Familiarity with Intercom Fin or AI-driven customer service workflows (preferred).

• Experience in supporting beauty, wellness, hair care, supplements, or other health-related e-commerce brands (preferred).

• Knowledge of Shopify or similar e-commerce platforms (preferred).

• Previous experience in customer retention, product recommendations, or upselling (preferred).

• Experience assisting US-based consumer brands (preferred).

🏝️ Benefits

• Work from home / remote work arrangement.

• BYOD (bring your own device) policy.

• Equal Employment Opportunity employer.

• Opportunities for growth and professional development.