Shopify Customer Service Representative 8

LOOKING FOR STELLAR TOP CANDIDATES

Position: Shopify Customer Service Representative
Working Hours: Full-Time24/7 Support - shifts are rotated among team members to
: maintain full coverageMust be flexible to work even on weekends
Search Location: Philippines
Salary: $900 - 1250 USD (depending on the clients final offer)
: The Final Salary Offer depends on the clients decision interview results and experience

About the Client:

Our client is a fast-growing menswear and lifestyle brand built around a subscription-based hat club and limited-edition drop releases. The company combines e-commerce with a strong lifestyle brand identity delivering an engaging online shopping experience and a loyal recurring customer base through its monthly subscription model and exclusive product drops.

About the Role:

We are seeking a personable and reliable Shopify Customer Service Representative to serve as a key point of contact for customers and provide responsive professional support across the companys e-commerce operations.

This role is ideal for someone who is comfortable working in Shopify enjoys solving customer issues and can communicate with empathy and professionalism. The selected candidate will help customers with questions troubleshoot order-related concerns and ensure each interaction contributes to a positive customer experience.

Role Responsibilities:

• Provide timely and professional customer support through the Shopify platform.
• Respond to customer questions concerns and order-related issues.
• Maintain a positive empathetic and customer-focused approach in every interaction.
• Help customers understand order status product information and available next steps.
• Escalate more complex issues when appropriate.
• Ensure customer concerns are handled thoroughly and professionally.

• Troubleshoot customer problems using available templates resources and internal processes.
• Investigate order-related issues and determine the appropriate resolution.
• Address complaints calmly and effectively.
• Identify recurring customer issues and communicate patterns to the appropriate team members.
• Follow established procedures while using good judgment when situations require flexibility.

• Navigate Shopify to review customer information and order details.
• Assist with order-related questions and support requests.
• Coordinate with internal teams when issues involve fulfillment shipping or order changes.
• Maintain accurate customer and order information.
• Help ensure a smooth post-purchase experience for customers.

• Communicate clearly and professionally through written and verbal channels.
• Provide customers with accurate updates and expectations.
• Follow up on unresolved issues when necessary.
• Ensure no customer inquiry is left without an appropriate response or next step.
• Maintain organized communication across multiple open customer cases.

Requirements:

• Has at least 1 year of experience in Customer Service
• Strong experience with Shopify Google Workspace and Slack is required.
• Excellent written and verbal communication skills.
• Strong problem-solving ability.
• High attention to detail.
• Ability to remain patient and professional when handling customer complaints.
• Strong organizational and follow-up skills.
• Ability to work independently while also collaborating effectively with a team.
• Comfortable working in a fast-paced e-commerce environment.

Preferred Qualification:

• Experience supporting an e-commerce or direct-to-consumer brand.
• Familiarity with Gorgias.
• Familiarity with ShipStation.
• Previous experience handling order shipping or fulfillment-related customer inquiries.
• Experience working with recurring subscription or membership-based products.

Ideal Candidate Profile:

The ideal candidate is a customer-focused professional who is patient organized and comfortable taking ownership of customer issues from initial inquiry through resolution.

They should communicate clearly stay calm under pressure and be able to troubleshoot order-related concerns without losing sight of the customer experience.

The strongest candidate will be comfortable moving between Shopify communication tools and order-related systems while maintaining accurate documentation and professional follow-up.

Success Metrics:

Success in this role will be measured through:

• Timeliness of customer responses.
• Quality and professionalism of customer interactions.
• Customer satisfaction and issue resolution.
• Accuracy when reviewing and updating order information.
• Effectiveness in resolving complaints.
• Consistency of follow-up on open issues.
• Ability to work efficiently across Shopify and related tools.
• Overall reliability attention to detail and customer service quality.

NOTE: We prioritize the processing of one application at a time. If you have applied for multiple job openings within our organization we kindly request that you direct any update inquiries to the team responsible for handling your initial application.

Required Experience:

Unclear Seniority