E-commerce Customer Support Representative

New

Philippines. Metro Manila, Philippines. Central Luzon, Philippines. Central Visayas, Philippines. Western Visayas, Philippines. Davao Region, Philippines, US time zones (Graveyard shift in the Philippines)Full-TimeMiddle

Salary40,000 - 50,000 PHP per month

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Job Details

Languages: English
Experience: Minimum of 3 years
Required Skills: Customer serviceZendesk

Requirements

Minimum of 3 years of customer service experience with a primary focus on email support
Previous experience supporting customers for an e-commerce business is preferred
Experience using a ticketing platform such as Gorgias, Zendesk, Freshdesk, Help Scout, or similar
Excellent written and verbal English communication skills
Strong problem-solving and critical thinking skills
Highly organized, detail-oriented, and able to manage multiple customer inquiries simultaneously
Available to work in US time zones (Graveyard shift in the Philippines)
Available to start within 2 weeks from job offer
Comfortable in using time-trackers (e.g. Time Doctor)
Own laptop/desktop, noise-cancelling headphones, and webcam
Reliable internet connection (at least 50 Mbps)
Available backup equipment in cases of power and internet outages

Responsibilities

Respond to customer inquiries through email
Resolve order, shipping, return, exchange, and product-related concerns
Manage and prioritize support tickets using a customer support platform
Investigate customer issues and provide timely, accurate resolutions
Escalate complex cases to the appropriate internal teams when needed
Maintain detailed and organized records of customer interactions
Collaborate with internal teams to ensure a seamless customer experience
Support the client with additional tasks and responsibilities as needed, in alignment with the role and overall business objectives

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