E-commerce, Customer Support Assistant

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

📋 Description

• Provide customer support across all online channels.

• Manage online customer inquiries through Gorgias, ensuring responses within 24 hours.

• Handle customer communications via WhatsApp, including responding to broadcast messages related to new collection launches.

• Process customer refunds in accordance with the brand’s policies.

• Assist with returns and exchanges, including weekly inspection of return data and identifying patterns.

• Conduct daily order checks, monitor fulfillment, manage pre-orders, and report any issues to the e-commerce team.

• Upload product information, descriptions, and images to the brand’s Shopify site.

• Correctly tag products to ensure they appear in the appropriate collections and filters.

• Upload size guides and product specifications.

• Support performance reporting across e-commerce, social media, and email channels by extracting key metrics from the brand’s analytics platforms.

⛳️ Requirements

• Minimum of 2 years’ experience in logistics, freight operations, supply chain coordination, wholesale operations, or e-commerce operations.

• Proven experience working with international clients, preferably in the US, UK, Australian, or European markets.

• Strong familiarity with at least one ERP, inventory management, or warehouse management system.

• Excellent written English skills, as you will be communicating with retail buyers and logistics partners in the UK on a daily basis.

• Exceptional attention to detail, especially with numbers, codes, and documentation.

• Ability to work comfortably with high-value and detail-oriented tasks where accuracy is crucial.

• A bachelor’s degree, preferably in logistics, supply chain management, business administration, or a related field.

🏝️ Benefits

• Comprehensive HMO coverage, including a free dependent from Day 1.

• Employee referral program with attractive incentives.

• 20 days of annual leave, providing you with the flexibility to manage your time effectively.

• Engaging team activities and events to enhance your work experience.

• Opportunity to build strong, impactful connections with key stakeholders across the business.

• Participate in client engagement initiatives to enrich your professional experience.