E-commerce Customer Service (with Shopify/Gorgias experience)

Job Description

About Us:
Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals
 
About the Role
We are looking for an E-commerce Customer Support Specialist to assist customers with online orders, product enquiries, returns, refunds, and delivery concerns. The ideal candidate has basic experience using Shopify and Gorgias and has strong written English and customer service skills.

Key Responsibilities

• Respond to customer enquiries through Gorgias/email.
• Assist customers with orders, returns, refunds, exchanges, and deliveries.
• Check and manage customer orders using Shopify.
• Provide product and shipping information.
• Handle customer complaints and resolve issues professionally.
• Escalate complex concerns when necessary.
• Keep customer and order information accurate and updated.
• Use Gorgias macros/templates and follow established processes.
• Maintain a professional and friendly tone when communicating with customers.

Requirements

• 1-3 years of customer service experience, preferably in e-commerce or retail.
• Basic hands-on experience with Shopify and Gorgias.
• Good written and spoken English.
• Strong attention to detail.
• Good communication and problem-solving skills.
• Customer-focused and proactive.
• Able to work independently and manage multiple enquiries
• Comfortable working remotely.

Nice to Have

• Experience supporting an Australian or international e-commerce brand.
• Experience in fashion, lifestyle, beauty, or retail.
• Familiarity with Shopify orders, refunds, returns, and fulfilment

Additional Information:

• Home-based
• Should have strong internet connection (minimum of 20 mbps)
• 7AM-4PM PHT

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.
 
 
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