Discover your 100% YOU with MicroSourcing!
Position: Group Customer Support Agent, Tier 1 (Senior0)
Location: Eastwood, Libis, Quezon City
Work setup & shift: Hybrid | Dayshift
Why join MicroSourcing
You'll Have
- Competitive Rewards*: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
- Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Your Role
- Manage shared customer support inboxes, live chat and SMS in Gorgias across all Diamond Brands ecommerce stores.
- Resolve Tier 1 enquiries about orders, shipping, returns, sizing, suitability and stock availability.
- For every recurring or non trivial query resolved, author or update an FAQ or help centre article so the AI agent can deflect that question next time.
- Maintain and grow the help centre per brand, structured for both human readers and AI ingestion. Clear questions, complete answers, no ambiguity, current product references.
- Tag and curate Gorgias macros, intents, rules and AI training data to improve AI agent accuracy.
- Audit AI agent responses for hallucination or stale answers and propose knowledge base fixes.
- Process order changes, address corrections, cancellations and refunds in Shopify per company policy.
- Track shipments, follow up freight issues with carriers and proactively communicate delays.
- Manage returns and exchange workflows including RMA logging.
- Triage warranty claims, capture clean documentation and escalate to the relevant brand owner.
- Handle product reviews, including responding to negative feedback and surfacing product issues.
- Identify and log recurring issues for catalogue or operations improvement.
- For Koenig Machinery, handle basic queries only. Lead times, shipping, order status. Technical questions routed to onshore staff.
What You Need
Non-negotiables
- 2–4 years of experience in e-commerce or retail customer support, specifically supporting AU, UK, or US end-consumers.
- Excellent written communication with the ability to adopt a friendly, on-brand tone tailored to an Australian consumer audience across chat, SMS, and email.
- Ability to seamlessly switch context and manage multiple inboxes and distinct brand voices simultaneously.
- A proven track record of working effectively in remote, low-touch environments. Must be comfortable driving your own onboarding from documented SOPs and asynchronous QA with minimal supervision.
- High empathy and a calm, professional demeanor when handling frustrated customers or negative product reviews.
Preferred Skills/expertise
- Hands-on Shopify experience: Direct, proven experience managing Shopify orders, processing changes, cancellations, refunds, and address corrections.
- Familiarity with customer service ticketing platforms (e.g., Gorgias, Zendesk, Freshdesk, Intercom).
- Prior experience working alongside or training customer service AI agents (e.g., Gorgias AI, Ada, Intercom Fin).
- Strong background in writing, structuring, and updating clear, unambiguous FAQs and help center articles optimized for both human readers and AI ingestion.
- Experience tracking shipments, resolving carrier freight issues, and logging/triaging warranty claims and RMAs.
About MicroSourcing
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/
