Customer Care Representative
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Job Description
Customer Care Wizard supporting SolarBalls fans with orders, shipping, and ticket resolution. Managing Shopify support and fulfilment coordination for Telos Media’s e-commerce brand.
Responsibilities:
- Respond to customer questions through email within 24 hours and through other platforms such as Kickstarter when relevant
- Fully resolve and act on every customer issue within 3 working days
- Manage and organize support tickets so nothing gets lost
- Review orders in Shopify and understand what’s happening with each one
- Process and track orders
- Coordinate with the 3PL team on fulfilment, shipping and tracking
- Follow up on delayed, missing or incorrect orders
- Own customer problems from start to finish and ensure resolution when involving others
- Keep customers updated so they never have to chase the company for an answer
- Spot recurring customer problems and suggest ways to fix underlying issues
- Help improve support systems and automate repetitive work
- Escalate bigger issues when needed while using judgment to solve everyday problems
- Help improve the customer care philosophy based on emerging customer concerns
Requirements:
- 2–3+ years of customer service or customer support experience
- Strong Shopify knowledge
- Experience handling customer support through email
- WhatsApp experience is a bonus
- Excellent written communication
- Very organized and detail-oriented
- Good at figuring things out instead of waiting for someone to tell you what to do
- Calm and thoughtful when dealing with frustrated customers
- Able to make sensible decisions without needing approval for every little thing
- Comfortable working in a fast-moving e-commerce business
- Strong understanding of fulfilment and shipping processes
- Able to troubleshoot common issues with orders, tracking, delays and deliveries
- Experience managing a high volume of customer service tickets while keeping responses timely and organised
- Must be online from 10 AM–2 PM Philippine time for team and customer coverage
- Full-time availability
Benefits:
- Flexible working hours around the required 10 AM–2 PM Philippine time coverage window
- No regular evening work
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