eCommerce Customer Support - Work From Home - Shopify - Night Shift

• Become a part of this Australian fashion company boasting nearly a decade of expertise with a dynamic Filipino and Australian team.
• The ideal candidate's workstation should be set up in a safe and secure location at home with stable and reliable internet not less than 25 Mbps.
• You will be required to utilize your personal equipment for this position (computer, headset, and relevant accessories).
• PHP 45,000 - PHP 50,000 per month.
• 10:00 PM to 7:00 AM Philippine Time.

Benefits

• HMO healthcare for you and your 1 dependent (with COVID insurance). 
• 20 combined SL/VLs per year accrued from day one (you will have 10 accrued once you pass regularization).
• 13th month bonus.
• Government-mandated benefits.

About the Role

As an eCommerce Customer Support, you will report directly to the Australian-based Customer Care Team Leader. In this role, you will be responsible for managing daily online inquiries across multiple communication channels, including email, live chat, SMS, and social media. Committed to delivering exceptional service by proactively addressing customer concerns, providing effective solutions, and collaborating with the team to enhance overall customer satisfaction and achieve service excellence.

Key Responsibilities

• Maintain positive customer relationships across multiple communication channels, including email, live chat, SMS, and social media platforms, by promptly and professionally responding to customer inquiries using Gorgias.
• Execute tasks as per daily flow and plan, and always prioritize urgent tickets.
• Provide product knowledge and educate customers to select appropriate products/sizes/styles.
• Assist customers with return inquiries (refunds, exchanges, store credits) and manage these requests via the Loop portal.
• Handle customer queries regarding their orders - editing, cancellations, address updates, shipping information - actions via Trello + Shopify and StarshipIT.
• Respond to queries regarding lost packages, and missed deliveries and address issues following our process to guide customers, record data, and to claims submission).
• Handle packing errors and faulty/replacement inquiries - collect details and provide solutions as per our policies.
• Chargeback management - managing data collection, submission, and record keeping.
• Manage order holds + out-of-stock items (liaise with warehouse team when needed, or use our Order hive inventory management).

Position Prerequisites

• At least 1 year of experience in a similar role.
• Proficiency in using Gorgias, Zendesk, or similar platforms (Gorgias is preferred).
• Familiarity with Shopify is a must.
• Familiarity with Loop is preferred.
• Experienced in serving as the main point of contact with customers online via email and chat, adept at turning inquiries into sales and creating satisfied, returning customers.

Skills

• Excellent computer skills and strong multi-tasking abilities.
• Strong communication skills, both verbal and written.
• Keen attention to detail and excellent comprehension abilities.
• Patience and attentiveness when handling customer inquiries to provide exceptional customer service.
• Possesses a pleasant and professional tone of voice.
• Flexibility and openness to new ideas and innovation, with a willingness to adapt to change in a fast-paced environment.
• Confidence in conflict resolution, with the ability to effectively resolve issues and create positive customer experiences.
• Highly organized, takes pride in work, demonstrates initiative, and has a can-do, solution-oriented mindset.

What’s Next?

Ready to make a move? Hit Apply, attach your CV, and share your story through our quick questionnaire.

As this is an urgent requirement if you want to fast-track your application, complete your application online and connect with Joanne Silang on LinkedIn here