Customer Service Representative - 12825
Customer Service Representative - 12825
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Salary Not Disclosed
1 Vacancy
Job Description
Customer Service Agent
Location: Remote (Philippines preferred)
Team: Operations
Reports To: Customer Experience Manager
Employment Type: Full-time
Salary: $1000 $1200/month (based on experience)
Working Hours: Flexible shifts between 5:00 AM 6:00 PM PST
- Must be open to weekend work
- 2 days off per week (Rotation schedule to be determined)
About the company
A US-based e-commerce startup company
About the Role
We are hiring two focused and detail-oriented Customer Service Representatives to support our growing customer base. As the first point of contact you ll play a key role in ensuring our customers feel supported informed and valued. This is a remote full-time role best suited for candidates based in the Philippines with 2 years of experience in e-commerce customer support ideally in the DTC (direct-to-consumer) space using Shopify and Gorgias.
You will report to our Operations Manager and work closely with cross-functional teams to resolve customer issues and identify ways to enhance the overall experience. Strong written English a calm and professional demeanor and the ability to follow detailed processes are essential for success in this role.
Responsibilities
- Respond promptly and professionally to customer inquiries via email chat and social media
- Resolve customer issues related to orders shipping returns and product questions
- Follow established workflows SOPs and macros to ensure consistency and efficiency
- Maintain high standards of service quality including first response time CSAT and ticket resolution
- Collaborate with the Customer Experience Manager and Fulfillment teams to troubleshoot order issues
- Flag recurring customer feedback and issues for operational improvements
- Help update and maintain internal knowledge bases and customer-facing help center content
- Process returns exchanges refunds and reships in a timely and cost-effective manner
- Identify opportunities for ticket deflection automation and process improvements
What Were Looking For
- 2 years of experience in customer support (e-commerce or DTC experience preferred)
- Experience with Shopify
- Strong written English communication skills friendly clear and professional
- High attention to detail accuracy and follow-through
- Familiarity with customer service platforms like Gorgias Zendesk or Help Scout preferred
- Ability to stay organized prioritize tasks and handle multiple tickets simultaneously
- Strong sense of accountability and ownership of customer issues
- Reliable internet connection and home office setup suitable for remote work
- Open to working U.S. business hours
Nice-to-Haves
- Experience with returns platforms (e.g. Loop Returnly)
- Familiarity with using macros automation tools and help center content
- Previous experience working with U.S.-based DTC or CPG brands
- Experience supporting customers via social media channels
Key Outcomes in First 6 Months
- Consistently meet or exceed CSAT and first response time targets
- Help reduce repeat contact rates by delivering first-contact resolutions
- Contribute to updated help center content and improved internal documentation
- Identify and suggest at least one area for process improvement
Future-Proofing
As we continue to grow so will your opportunities. Top-performing agents will have the potential to grow into senior customer service team lead sales support or customer success roles.
Benefits
- Above industry standard salary (based on experience)
- 17 company-observed paid holidays 10 PTO days totaling 23 paid days off per year
- Gym and training fees covered to support your health and wellness
- Opportunities for growth and advancement within SaveLix
- Special birthday gift to celebrate your special day
- Independent Contractor Agreement for remote work
Employment Type
Remote
Company Industry
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
