Customer Support Representative

E-commerce Customer Support Agent

Location: Remote

Employment Type: Full-time

Work Schedule: Night Shift – 10:00 PM to 7:00 AM PHT

Salary Bracket: PHP 20,000 – PHP 25,000 per month

About the Role

Global eBrand is seeking a proactive, detail-oriented, and customer-focused E-commerce Customer Support Agent to support our rapidly growing online business.

The ideal candidate has 1–2 years of e-commerce customer support experience and excels in managing high volumes of customer inquiries across email, live chat, and phone calls. In this role, you will assist customers with orders, payments, refunds, returns, exchanges, shipping, and delivery queries. You will be responsible for both written and verbal interactions, ensuring every customer experience is handled professionally, efficiently, and with high satisfaction.

Additionally, candidates should be proficient in leveraging AI productivity tools (such as ChatGPT, Gemini, or Claude) to assist with email drafting, response refinement, summarization, and tone optimization—while maintaining strict standards for accuracy, personalization, and compliance with company policies.

Key Responsibilities

• Customer Interaction & Ticket Management: Manage and resolve high volumes of customer emails, support tickets, and live chats daily while maintaining fast response times, accuracy, and professionalism.
• Call Handling: Professionally handle both inbound and outbound customer calls to address concerns, provide order updates, and resolve issues efficiently.
• Order & Inquiry Support: Resolve customer inquiries regarding orders, payment processing, refunds, returns, exchanges, cancellations, shipping/delivery, and product details.
• Shipment Tracking & Investigation: Track shipments, review order details, analyze payment records and conversation histories, and provide accurate delivery updates.
• Problem-Solving & Escalations: Resolve customer concerns independently where possible, and escalate complex or sensitive cases to internal departments when necessary.
• AI-Assisted Communication: Utilize AI tools (ChatGPT, Gemini, etc.) to draft, refine, summarize, and improve customer communications, ensuring all AI-generated content is thoroughly fact-checked and aligned with company guidelines before sending.
• Cross-Functional Collaboration: Partner closely with Operations, Warehouse, Logistics, Product, and Finance teams to address root causes and resolve customer issues smoothly.
• Documentation & Quality Control: Maintain thorough documentation of all interactions, calls, and follow-up actions in ticketing and CRM systems. Follow established SLAs, call-handling protocols, and response guidelines.
• Feedback & Trend Analysis: Identify recurring customer issues and communicate trends to internal stakeholders to help drive operational improvements.

Required Skills & Qualifications

• 1–2 years of experience in e-commerce customer service.

• Proven track record of managing high-volume customer emails, tickets, and phone calls.

• Exceptional English communication skills:

Written: Ability to write clear, concise, empathetic, and professional customer emails.

Verbal: Confidence and fluidity in handling inbound/outbound calls with international customers (US, UK, Canada, and other global markets).

• Hands-on platform experience: Familiarity with ticketing systems such as Zendesk, Gorgias, or Freshdesk, and e-commerce platforms like Shopify.

• E-Commerce Process Knowledge: Strong understanding of order fulfillment, payment gateways, shipping, returns, exchanges, and refund workflows.

• AI Literacy: Hands-on experience using AI writing tools to draft, edit, and optimize customer communication efficiently.

• Problem-Solving & Investigation: Strong analytical ability to trace order histories, spot discrepancies, and solve issues systematically.

• Composure Under Pressure: Ability to stay calm, polite, and solution-focused when managing difficult or frustrated customers.

Preferred Qualifications

• Prior experience with Direct-to-Consumer (DTC) or Shopify-based brands serving US/UK/Canadian markets.
• Hands-on experience with bulk email systems, order tracking tools, and logistics platforms.
• Demonstrated ability to consistently meet or exceed target metrics for SLA response times, average handling time (AHT), and CSAT.

What We Are Looking For

We want an operational owner—someone who takes full responsibility for customer inquiries from initial contact to final resolution. You should be adept at quickly diagnosing issues, conducting thorough account investigations, communicating clearly across phone and text channels, and coordinating internally to deliver great customer outcomes.

Benefits

• Competitive salary
• 100% Remote / Work-from-Home setup
• Full-time, stable employment
• Hands-on experience in a fast-paced international e-commerce environment
• Exposure to global markets and modern AI-driven customer support tools

Employment Terms & Compensation Policy

• Early Separation Clause: In the event that an employee voluntarily resigns, abandons their position, or is terminated for cause prior to completing their first full month (30 calendar days) of service, no salary, compensation, or payout will be owed or issued for any period worked within that first month.