E-commerce Customer Support Representative

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

📋 Description

• Address customer inquiries via email.

• Resolve issues related to orders, shipping, returns, exchanges, and products.

• Organize and prioritize support tickets utilizing a customer support platform.

• Investigate customer concerns and deliver timely, accurate solutions.

• Escalate complex cases to relevant internal teams as necessary.

• Maintain comprehensive and organized records of customer interactions.

• Collaborate with internal teams to ensure a smooth customer experience.

• Assist clients with additional tasks and responsibilities as required.

⛳️ Requirements

• Exceptional written and verbal communication skills in English.

• At least 3 years of experience in customer service, primarily focused on email support.

• Previous experience supporting customers in an e-commerce setting is preferred.

• Familiarity with ticketing platforms such as Gorgias, Zendesk, Freshdesk, Help Scout, or similar.

• Strong problem-solving abilities and critical thinking skills.

• Highly organized, detail-oriented, and capable of managing multiple customer inquiries simultaneously.

• Must be available to work during US time zones (Graveyard shift in the Philippines).

• Must be able to start within 2 weeks of receiving a job offer.

• Comfortable with using time-tracking tools (e.g., Time Doctor).

• Must have access to a laptop/desktop, noise-cancelling headphones, and a webcam.

• A reliable internet connection with a minimum speed of 50 Mbps.

• Available backup equipment in case of power or internet outages.

🏝️ Benefits

• Competitive Compensation: monthly salary ranging from ₱ 40,000 to ₱ 50,000.

• Comprehensive Health Coverage: access to high-quality medical insurance.

• Paid Time Off and Sick Leave: generous policies for both paid time off and sick leave.

• Service Recognition and Rewards: celebrate milestones with awards and appreciation.