Customer Experience Specialist
We are hiring for our client, a fast-growing, modern ecommerce brand in the better-for-you consumer products space, selling through Shopify, Amazon, and major retail partners.
They operate in a high-performance, fast-moving environment and are looking for a highly articulate Customer Experience Specialist who thrives on ownership, precision, and thoughtful problem-solving.
This role requires exceptional written and spoken English, strong judgment, and hands-on experience using both Zendesk and Shopify to resolve real customer issues.
Estimated Salary: The salary for this position has not been finalized yet. Please indicate your expected salary based on your experience in the application form, and we will consider it in our discussions.
Key Responsibilities:
Customer Support
- Manage daily ticket volume across email, chat, and marketplace messaging
- Respond to customers clearly, professionally, and empathetically
- Identify root causes of issues and minimize back-and-forth
- Resolve order issues such as missing items, damage, delivery delays, and incorrect orders
- Maintain consistent brand voice across all customer communications
Shopify Operations
- Process refunds, replacements, and partial refunds accurately
- Create and manage discount codes and appeasements
- Edit orders (addresses, items, quantities) when appropriate
- Investigate order timelines, shipments, and fulfillment status
- Review fraud indicators and escalate when necessary
- Work directly inside order records to diagnose customer complaints
- Coordinate with fulfillment partners when corrections are required
Zendesk Documentation & Reporting
- Accurately categorize tickets using fields, tags, and macros
- Escalate product quality issues with complete and organized details
- Identify patterns and recurring customer issues
- Help improve workflows, help center content, and macros
Requirements
- Excellent written and spoken English (near-native proficiency required)
- 3+ years of ecommerce customer support experience
- Strong hands-on Zendesk experience (views, macros, tagging, workflows)
- Strong hands-on Shopify experience (orders, refunds, edits, discounts)
- Ability to interpret customer intent and respond thoughtfully
- Extremely detail-oriented and reliable
- Comfortable handling upset customers professionally
- Ability to manage multiple conversations without sacrificing accuracy
- Analytical mindset with ability to identify trends and root causes
- Advanced Excel skills — able to build structured tables, dashboards, and reports from raw data
- Comfortable using formulas (lookups, logical formulas, date calculations, pivot tables)
- Comfortable working remotely across time zones and in startup or high-growth environments.
- Strong preference for candidates who have supported US-based clients/companies.
Benefits
- Food Allowance
- Government Benefits
- 13th Month pay
- Work Equipment
- Night Differential if applicable (10% of hourly rate)
- 20 Leaves (after 6 months)
- Holiday pay (200% on Regular holidays; 130% on Special holidays)
- Overtime pay (max of 10.25 hrs/day)
- Referral bonus (P10,000 if referral passed and stayed with the company for 3 months)
- HMO (after 6 months)
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