Customer Experience Agent

Job not on LinkedIn

🔥 0 minutes ago

🇵🇭 Philippines – Remote

💵 $9.6k - $10.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Triquetra

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2017

⚽ Sports

👥 B2C

Sports • B2C

Triquetra is a Miami Beach–based water sports operator offering recreational activities and rentals such as jet ski, surfing, parasailing and windsurfing, with online reservation and package options. The company markets itself as professional, friendly, trusted and affordable, providing tours and couple packages, customer testimonials, and contact/reservation information for visitors and tourists.

📋 Description

• Respond to customer inquiries via phone, chat, reviews, email, and platform-specific messaging • Use approved canned responses and provide personalized support when needed • Manage address, fraud, and operator holds according to SOPs • Create, edit, and cancel orders where appropriate • Respond to TikTok and Shopify inquiries about order status, shipping, and delivery • Investigate and resolve lost, delayed, or incorrect order issues • Escalate technical or complex issues to the Customer Support Lead • Manage TikTok refund and return requests and maintain accurate records • Respond to Amazon messages, reviews, and inquiries in compliance with customer service standards • Monitor Amazon customer-service performance metrics • Manage ShipHero shipment tracking, returns, and order holds • Receive inbound calls, address customer concerns, and log call outcomes • Identify recurring issues and suggest process or FAQ improvements • Stay current on product knowledge, promotions, and policy changes • Participate in team meetings, training sessions, and feedback loops

🎯 Requirements

• Proven experience in a customer support or customer service role, ideally supporting e-commerce or DTC brands • Hands-on experience using Gorgias as a CRM is required, including managing tickets, macros, tags, and workflows • Demonstrated experience handling chat, email, and voice (phone) support in a fast-paced customer service environment • Strong written and verbal communication skills with the ability to adapt tone across different support channels • Experience supporting customers across platforms such as Amazon, TikTok Shop, Shopify, or similar e-commerce channels • Proven ability to resolve customer complaints, order issues, refunds, and returns with empathy and professionalism • Comfortable using canned responses while knowing when to personalize communication • Strong attention to detail and accurate documentation of interactions, refunds, returns, and call outcomes • Ability to investigate delayed, lost, or incorrect shipments and escalate appropriately • Familiarity with customer service KPIs such as response time, resolution time, and customer satisfaction metrics • Highly organized, dependable, and able to manage multiple customer inquiries simultaneously • Willingness to work shifting schedules, including coverage across different time zones if required • Comfortable using time-tracking tools and support systems to accurately log hours and customer interactions • Proactive, solutions-oriented mindset with the ability to identify recurring issues and suggest process or FAQ improvements