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Customer Service Representative (3-Month Contract) — Philippines Remote
Provide customer support for two e-commerce brands, handling inquiries, orders, warranties, replacements, and fulfillment concerns. Help improve support processes while meeting response targets.
Aprašymas
- Manage customer emails in Gorgias for two consumer brands, working toward same-day inbox clearance.
- Review and update Shopify orders, including status changes, size exchanges, and replacements.
- Monitor shipments and address fulfillment problems through ShipBob.
- Resolve warranty, damage, and replacement cases, following up through completion.
- Submit chargeback claims using the Shopify chargeback app.
- Apply established macros and procedures to keep replies consistent.
- Refer unusual cases to the manager.
- Stay in touch with the manager and team through Slack.
- Spot recurring problems and recommend ways to lower ticket volume or response times.
- Meet same-day response goals and a maximum two-business-day service target during peak periods.
Reikalavimai
- Previous customer support experience, preferably with a US-based e-commerce or consumer brand.
- Strong written English for clear, personable customer emails.
- Availability for a full-time US-hours shift, which runs overnight in the Philippines.
- Organized follow-through to see open cases through to resolution.
- Practical experience with Gorgias and Shopify is preferred.
- Familiarity with ShipBob or another third-party logistics portal is preferred.
- Experience supporting technical or warranty-covered products is preferred.
- A process-focused approach to documenting, simplifying, and automating workflows.
- Patience with technical cases that take multiple steps and ongoing follow-up.
- Ability to collaborate with a small team in a relaxed, friendly customer community.
- Knowledge of Gorgias, Shopify, the Shopify chargeback app, ShipBob, and Slack.
- Ability to meet same-day response goals and a maximum two-business-day service target.
Privalumai
- Flexible, fully remote work.
- Paid time off.
- Health Maintenance Organization (HMO) coverage.
- Annual performance bonuses.
- Dedicated coaches who provide additional support and help build skills.
- Opportunities for professional development.