- 经验
- 2年以上
- 薪水
- USD 700 – USD 800 / month
- 职位空缺
- 1
- 发布
- 6小时前
- 工作模式
- 在家办公
- 恢复
- 需要申请
职位描述
Position Overview
We are seeking a customer-oriented Customer Support Agent experienced in supporting Direct-to-Consumer (DTC) e-commerce brands. As the first point of contact, you will assist customers by resolving queries on orders, shipping, returns, refunds, and products while ensuring a personalized and positive experience.
Working Conditions
- Fully remote role based in the Philippines.
- Full-time schedule during US business hours.
- Monthly salary ranging between USD 700 and 800, based on experience.
Primary Responsibilities
- Respond to customer questions via email and support platforms.
- Support customers with order tracking, shipping issues, returns, refunds, exchanges, and product inquiries.
- Handle order modifications and cancellations as necessary.
- Investigate delivery problems and collaborate with teams to find prompt solutions.
- Apply company policies regarding refunds, replacements, and customer identity verification.
- Escalate complex or sensitive customer cases when required.
- Maintain detailed and accurate customer records and ticket documentation.
- Provide empathetic, professional, and timely customer service meeting quality and response time targets.
Required Qualifications
- Minimum of two years’ experience in customer support within a DTC e-commerce setting.
- Experience assisting customers of Shopify-based brands.
- Excellent written English skills with attention to grammar and detail.
- Strong analytical, problem-solving, and critical thinking abilities.
- Capacity to multitask and prioritize in a fast-paced environment.
- Ability to work independently and collaborate with a remote team.
- Reliable internet connection and a dedicated workspace at home.
- Availability to work full-time during US business hours.
Preferred Skills
- Familiarity with Richpanel or related customer support tools such as Gorgias, Zendesk, or Freshdesk.
- Background in handling order management, shipping concerns, refunds, and chargebacks.
- Experience managing support for multiple brands, adapting to varying brand voices and policies.
Technology and Tools
- Richpanel
- Shopify
- Slack
- Google Sheets
Success Metrics
- Consistently high customer satisfaction scores.
- Meeting or exceeding service level agreement response times.
- Accurate and comprehensive support ticket documentation.
- Efficient and professional resolution of customer issues.
- Effective collaboration with internal teams to enhance customer experience.