Ecommerce Customer Support Specialist – Gorgias, Zendesk

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WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1987

💰 Debt financing on 2017-06

Search is one of the UK’s leading multi-discipline recruitment agencies, covering more than 14 different specialisms and operating from 13 offices nationwide.

📋 Description

• Manage high-touch, multi-channel customer inquiries via Email, Live Chat, and Social Care across direct-to-consumer and retail/stockist channels • Administer the Gorgias CX platform by building macros, tags, routing rules, and automations • Track SLA and CSAT metrics • Train and optimize Gorgias AI Agent and AI Shopping Assistant tools to improve self-service accuracy and reduce repeat ticket volumes • Resolve complex ecommerce order, return, and logistics inquiries in collaboration with warehouse, 3PL, and internal stakeholders • Analyze customer feedback, trends, and ticket data to provide actionable insights to Ecommerce, Marketing, and Operations teams • Conduct proactive outreach to VIP customers and brand advocates to drive retention and customer lifetime value • Report directly to the Australia-based Head of Ecommerce as part of the Marketing & CX team

🎯 Requirements

• 2 to 4+ years of experience in Ecommerce Customer Experience, Digital Helpdesk, or Omnichannel Customer Support • Strong hands-on proficiency with Gorgias or equivalent platforms such as Zendesk or Salesforce Service Cloud • Solid experience managing orders, customer accounts, and inquiries within the Shopify ecosystem • Demonstrated ability to manage live chat, ticketing systems, and social care channels concurrently • Clear, warm, and empathetic written English skills • Strong problem-solving skills • Experience with NetSuite ERP for order fulfillment or Klaviyo CRM for email/SMS subscription data is a bonus • Direct experience training AI-assisted customer support tools or managing Knowledge Base/Help Center content is a bonus • Background in Beauty, Haircare, Personal Care, or Retail Consumer Goods (FMCG) industries is a bonus • Must be a Philippine citizen • Applications must be submitted in English

🏖️ Benefits

• HMO healthcare for you and your 1 dependent (with COVID insurance) • 20 combined SL/VLs per year accrued from day one (you will have 10 accrued once you pass regularization) • 13th-month bonus • Government-mandated benefits • Equipment will be provided • Internet allowance • Access to work in one of our Manila-based offices • Member Wellness Program • Paid birthday leave + birthday treat • Welcome gift packs • Work anniversary gifts • Year-End Party + Christmas hamper