E-Commerce Customer Service Representative, Beauty Products

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

📋 Description

• Address customer inquiries quickly and professionally through Gorgias across various channels such as email, chat, and others.

• Offer expert product guidance and tailored recommendations based on customers' needs, skin types, and product knowledge.

• Handle order-related issues, including tracking, delays, cancellations, returns, refunds, and replacements.

• Collaborate with the Melbourne-based Customer Service agent and the broader team to ensure a consistent and unified customer experience.

• Recognize and escalate recurring customer issues, complaints, or emerging trends to the appropriate team members.

• Keep accurate records of customer interactions within Gorgias and Shopify.

• Assist the team during promotional periods and campaign launches by providing timely and high-quality responses.

• Remain informed about product launches, ingredients, and brand messaging to ensure accurate and on-brand communication.

⛳️ Requirements

• A minimum of 2 years of experience in a customer service role within the FMCG or beauty products sector.

• Authentic understanding of skincare and/or beauty products, with the ability to confidently discuss ingredients, routines, and product suitability.

• Practical experience with Shopify for order management and customer inquiries.

• Familiarity with Gorgias or a similar helpdesk platform (e.g., Zendesk, Freshdesk, Re:amaze).

• Excellent written English communication skills with a warm, brand-aligned tone.

• Capability to work independently while effectively collaborating with a remote team across various time zones.

• A customer-first attitude with a high degree of empathy, professionalism, and attention to detail.

• Desirable:

• Experience supporting an Australian or international D2C beauty or skincare brand.

• Awareness of Australian consumer expectations and online shopping behaviors.

• Experience working with or alongside an offshore/onshore hybrid customer service team.

• Knowledge of beauty and skincare trends relevant to the Australian market.

🏝️ Benefits

• Opportunity to work in a dynamic and collaborative environment.

• Access to ongoing training and professional development.

• Competitive salary and performance-based incentives.

• Employee discounts on products.