Customer Service Representative – Shopify

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

📋 Description

• Oversee and address customer inquiries via email, social media, and chat platforms.

• Assist in processing orders, tracking shipments, handling cancellations, and making changes as needed.

• Work alongside the logistics team to tackle delivery-related challenges.

• Manage lost packages by coordinating with logistics providers, tracking items, resolving conflicts, and recovering fees when possible.

• Process wholesale orders and inquiries, including invoicing, providing status updates, and managing relationships.

• Keep accurate records for customer and wholesale accounts, including order histories, returns, and interactions.

• Handle subscription cancellations, issue refunds, and make adjustments in line with company policies.

• Maintain in-depth product knowledge to provide information regarding specifications, availability, and compatibility.

• Spot upselling and cross-selling opportunities.

• Utilize Gorgias to manage and optimize customer inquiries while suggesting workflow enhancements.

• Collaborate with logistics, operations, and wholesale teams to ensure effective order fulfillment and customer satisfaction.

• Manage deliveries to influencers, including uploads and reporting via Carton Cloud.

• Coordinate return-to-sender shipments.

• Identify ways to enhance service processes and improve the customer experience.

• Undertake additional responsibilities related to the role as necessary.

⛳️ Requirements

• Bachelor's degree in Business, Communications, Customer Service, or a related field (or equivalent practical experience).

• 2+ years of customer service experience in an e-commerce setting.

• Experience in wholesale support is highly valued.

• Familiarity with Shopify is highly desirable, as well as experience with Gorgias.

• Knowledge of other e-commerce and logistics tools is advantageous.

• Exceptional written and verbal communication abilities.

• Capacity to handle complex inquiries with empathy and clarity.

• Strong troubleshooting and problem-solving skills related to logistics and order management.

• Highly organized, capable of managing competing priorities and high volumes of inquiries efficiently.

• Acute attention to detail, ensuring precision in order processing and customer records.

• A proactive, customer-first approach with a dedication to achieving positive outcomes.

• Flexibility to excel in a fast-paced, dynamic e-commerce environment, with a readiness to learn and develop.

🏝️ Benefits

• Permanent remote work opportunity.

• Work schedule: Monday–Friday, 7:00 AM – 4:00 PM PHT (with adjustments for daylight saving time).

• Health Maintenance Organization (HMO) coverage for 2 dependents and medical reimbursements.

• Benefits mandated by the government.

• Opportunities to collaborate with leading companies in Australia and beyond.

• Training programs available for career advancement.

• Engaging company outings, team-building activities, and wellness sessions.

• A supportive and inclusive work culture.

• Dedicated managers committed to your personal and professional growth.

• Competitive salary and benefits package.

• Additional entitlements.

• Structured career development programs.