Customer Support Specialist - Inbound
New
A
AJ MediaE-commerce
Metro Manila, Philippines. Central Visayas, Philippines. Davao Region, PhilippinesContractMiddle
SalaryCompetitive Salary + benefits (paid leaves, HMO, allowances)
Apply NowOpens the employer's application page
Job Details
- Experience
- 1–3 years
- Required Skills
- ShopifyZendeskCRMCustomer support
Requirements
- 1–3 years of customer support experience, ideally in an ecommerce or DTC environment
- Ability to write with clarity, warmth, and professionalism
- Capable of handling high-volume queues with attention to detail and empathy
- Natural problem-solving skills with a proactive approach
- Comfortable with helpdesk tools (Gorgias, Zendesk, or similar)
- Experience with Shopify and basic CRM usage
- Understanding of ecommerce logistics, shipping carriers, fulfillment workflows, and refund processes
Responsibilities
- Respond to inbound customer inquiries across email, live chat, and social DMs with speed and accuracy
- Resolve order issues, shipping delays, returns, exchanges, and billing questions within SLA targets
- Proactively turn service interactions into retention moments and reduce churn
- Escalate complex issues appropriately while owning the customer's outcome end-to-end
- Maintain a CSAT (Customer Satisfaction Score) of 90%+ consistently
- Identify patterns in customer issues and flag recurring problems to the operations team
- Keep helpdesk organized with proper tagging, notes, and follow-up
- Contribute to and maintain FAQ, help articles, and support macros
View Full Description & ApplyYou'll be redirected to the employer's site
