Customer Service Representative (Email)
New
R
RosabellaWellness Supplements
Philippines - Remote; Secondary Locations: Colombia - RemoteFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Strong written English
- Required Skills
- ShopifyCustomer service
Requirements
- Prior customer service experience, ideally email or ticket-based support.
- Strong written English with clear, professional, and warm tone.
- A reliable backup device and internet connection, in addition to your primary setup.
- A working camera for coaching sessions and team meetings.
- A quality headset with a microphone for team meetings.
- Comfortable managing a ticket queue and prioritizing a high volume of emails.
- Ability to work an assigned shift, with rest days assigned based on coverage needs.
- Experience in DTC, e-commerce, or subscription customer service (Preferred).
- Prior experience with Richpanel or a comparable helpdesk platform (Preferred).
Responsibilities
- Handle inbound customer emails, resolving order, product, billing, refund, and shipping questions accurately and in a timely manner.
- Manage your assigned ticket queue, prioritizing by urgency and staying within response time targets.
- Resolve issues within your scope and escalate complex or sensitive cases to leadership promptly and with clear context.
- Use macros and SOPs as a starting point, personalizing responses so they read as genuinely helpful rather than templated.
- Meet CSAT, first response time, and resolution time targets for the email channel.
- Participate in coaching sessions and team meetings with camera on, and apply feedback to improve response quality over time.
- Maintain accurate, complete case notes and records in Richpanel for every interaction.
- Flag recurring issues, complaints, or trends to leadership so they can be addressed at the root cause.
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