Customer Experience Specialist

🔥 2 hours ago

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Aux

WebsiteLinkedInAll Job Openings

51 - 200 employees

We pair up A+ talent with business leaders and promising startups across the globe. We offer a full-time work-from-home setup with full employment benefits that would allow you to be productive in the comfort of your own home.

📋 Description

• Manage daily ticket volume across email, chat, and marketplace messaging • Respond to customers clearly, professionally, and empathetically • Identify root causes of issues and minimize back-and-forth • Resolve order issues such as missing items, damage, delivery delays, and incorrect orders • Maintain consistent brand voice across all customer communications • Process refunds, replacements, and partial refunds accurately • Create and manage discount codes and appeasements • Edit orders (addresses, items, quantities) when appropriate • Investigate order timelines, shipments, and fulfillment status • Review fraud indicators and escalate when necessary • Work directly inside order records to diagnose customer complaints • Coordinate with fulfillment partners when corrections are required • Accurately categorize tickets using fields, tags, and macros • Escalate product quality issues with complete and organized details • Identify patterns and recurring customer issues • Help improve workflows, help center content, and macros

🎯 Requirements

• Excellent written and spoken English (near-native proficiency required) • 3+ years of ecommerce customer support experience • Strong hands-on Zendesk experience (views, macros, tagging, workflows) • Strong hands-on Shopify experience (orders, refunds, edits, discounts) • Ability to interpret customer intent and respond thoughtfully • Extremely detail-oriented and reliable • Comfortable handling upset customers professionally • Ability to manage multiple conversations without sacrificing accuracy • Analytical mindset with ability to identify trends and root causes • Advanced Excel skills — able to build structured tables, dashboards, and reports from raw data • Comfortable using formulas (lookups, logical formulas, date calculations, pivot tables) • Comfortable working remotely across time zones and in startup or high-growth environments. • Strong preference for candidates who have supported US-based clients/companies.

🏖️ Benefits

• Food Allowance • Government Benefits • 13th Month pay • Work Equipment • Night Differential if applicable (10% of hourly rate) • 20 Leaves (after 6 months) • Holiday pay (200% on Regular holidays; 130% on Special holidays) • Overtime pay (max of 10.25 hrs/day) • Referral bonus (P10,000 if referral passed and stayed with the company for 3 months) • HMO (after 6 months)