Customer Service Representative
New
H
HireframeE-commerce
Workable workplace: remote; Workable locations: Philippines; Location: Philippines, Comfortable working US working hours (overnight Philippines) full-time shift.Contract
Salary not disclosed
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Job Details
- Languages
- Excellent written English
- Required Skills
- ShopifySlackProcess improvementCustomer support
Requirements
- Have prior experience in a customer support role, ideally for a US-based e-commerce or consumer brand.
- Write clear, friendly customer emails in English.
- Be comfortable working US working hours, which are overnight in the Philippines, on a full-time shift.
- Follow open cases through to resolution.
- Bring a process-minded approach, including an interest in documenting, simplifying and automating processes.
- Preferred: hands-on experience with Gorgias and Shopify.
- Preferred: familiarity with ShipBob or other third-party logistics portals.
- Preferred: experience supporting technical or warranty-backed products.
Responsibilities
- Respond to customer emails in Gorgias across both brands, aiming to clear the inbox the same day.
- Look up and update orders in Shopify, including order status, sizing exchanges and replacements.
- Track shipments and resolve fulfillment issues in the ShipBob portal.
- Handle warranty, damage and replacement cases end to end, following up until each is resolved.
- File chargeback claims through the Shopify chargeback app.
- Use existing macros and SOPs for consistent answers, and escalate unusual cases to the manager.
- Coordinate with the manager and team over Slack.
- Spot recurring issues and suggest fixes that reduce ticket volume or response time.
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