Customer Service Lead
New
M
Manila RecruitmentFitness equipment
Workable workplace: remote; Workable locations: Metro Manila, Philippines, Preferred schedule: 8:00 AM–4:00 PM EST; earlier starts, as early as 4:00 AM EST, are also permitted.Full-TimeLead
Salary not disclosed
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Job Details
- Experience
- Minimum of 3–5 years of experience in Direct-to-Customer (DTC) customer service within e-commerce, logistics, or shipment operations, or 5–10 years of overall experience in Customer Service.
- Required Skills
- Shopify
Requirements
- Have 3–5 years of DTC customer service experience in e-commerce, logistics, or shipment operations, or 5–10 years of overall customer service experience.
- Have experience with customer service and returns management.
- Know order processing, including returns, reshipments, and replacements.
- Have experience with tools such as Gorgias, Shopify, Extensiv, AfterShip, and ShipStation.
- Be proficient in email communication, Slack, Telegram, and order management systems such as Shopify.
- Be familiar with shipping processes and platforms, including FedEx, UPS, and LTL carriers.
- Be able to handle high volumes of customer inquiries and order-related tasks while prioritizing multiple tasks.
- Have a reliable desktop or laptop, a primary internet connection of at least 100 Mbps, a backup internet connection, and a portable power source or generator.
- Work Monday to Friday with a flexible start time; the preferred schedule is 8:00 AM–4:00 PM EST, with starts as early as 4:00 AM EST permitted.
Responsibilities
- Respond to customer inquiries by email and phone about orders, shipping, delivery, and products.
- Investigate delayed, lost, missed, or misrouted shipments and file claims with shipping providers.
- Arrange reshipments and replacements, and keep customers informed about open cases and resolutions.
- Manage return requests, including return reasons, labels, received items, refunds, and store credits.
- Document phone interactions and maintain accurate customer and order records.
- Coordinate with shipping providers, warehouse teams, and colleagues to resolve fulfillment issues.
- Maintain daily warehouse billing documentation and audit compensation and credited billing invoices.
- Report billing discrepancies and file disputes.
- Identify and suggest process improvements to customer support and operational processes.
- Participate in regular one-on-one check-ins and use feedback to identify areas for improvement.
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