Customer Service & Support Specialist (eCommerce | Health & Beauty) - Philippines - ref. x17389119
We're Hiring: Customer Service & Support Specialist (eCommerce | Health & Beauty)
Are you passionate about delivering exceptional customer experiences? Do you thrive in fast-paced eCommerce environments and have a keen understanding of the Health & Beauty industry? If so, we’d love to hear from you!We are currently seeking a Customer Service & Support Specialist who will play a vital role in our business. This position is more than just answering questions — you’ll be the voice of our brand, helping to shape how customers experience and remember us.
It's essential that you are experienced with eCommerce/dropshipping, particularly within the Health & Beauty industry, and have a strong background in customer support, dispute resolution, and using Helpdesk/CRM systems.You will act as the primary contact for our customers, managing communications, resolving issues, and ensuring a seamless and satisfying customer experience.You will collaborate closely with the Business Manager to create a perfect customer experience blueprint.
Key Responsibilities:- Serve as the main contact for customers, handling emails, and assisting with orders and returns.- Quickly identify solutions to customer inquiries and troubleshoot issues.- Manage incoming disputes and chargebacks, striving to maintain a high win rate.- Collect customer feedback to enhance supplier procedures and shipping methods.- Work with the Business Manager to improve customer service processes.- Maintain KPIs for refund rates, contributing to the business's financial health.
Expected Results:- Achieve high levels of customer satisfaction and loyalty.- Maintain low refund rates and high dispute win rates.- Promote a positive brand image through exceptional service.- Provide insights to improve overall business performance.
Requirements:- Experience in customer support within Shopify, e-commerce, and dropshipping.- Familiarity with Helpdesk/CRM systems.- Strong problem-solving and analytical skills.- Excellent English communication skills, both written and verbal.- Highly organized, proactive, detail-oriented, patient, and optimistic.- Good business acumen to detect and address potential issues.
How to Apply:-Send your Resume/CV- Start Date: As soon as possible.- Trial Period: A 3-week trial to assess suitability, with potential for promotion to Junior Customer Support Representative.- Please include the color blue in your application title to demonstrate attention to detail.
Please include your answers to the following questions in your cover letter: (AI generated answers will automatically be disqualified)1. How many years do have experience with shopify and dropshipping?2. Describe a time when you dealt with a challenging dispute or chargeback and achieved a successful outcome.3. Provide your KPIs related to customer service roles:- Emails answered per hour- Return rate- Dispute win rate
Ready to embark on this exciting journey with us? Apply today and be a part of our growth and success!- Customer Service
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