Technical Customer Service Representative

remote-vaRemote — Davao Region, Philippines

Remote Full-time

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Experience Level

Experience

Qualifications

Qualifications include a Bachelor’s degree in a relevant field, a minimum of 5 years in customer service management, and proven expertise in eCommerce support. Candidates should demonstrate exceptional technical aptitude and proficiency in relevant software tools.

About the job

As a critical team member, you will not only address immediate customer concerns but also identify and resolve the root causes of recurring issues. Your role will involve troubleshooting website performance, account management, subscription inquiries, and payment processes, ensuring our customers receive timely and effective support.

Responsibilities include:

Identifying and resolving systemic customer issues to prevent recurrence.
Providing prompt and professional support through email and chat.
Troubleshooting technical issues related to our website and customer accounts.
Maintaining a thorough understanding of our products and internal processes.
Overseeing the order fulfillment process with precision and detail.
Utilizing tools such as Shopify, Recharge, Rebuy, and Gorgias CRM for effective customer interaction management.
Contributing to the development of help center articles and FAQs for improved self-service options.
Staying updated on product enhancements and feature releases to provide accurate customer support.
Collaborating with cross-functional teams to align support and fulfillment strategies.
Handling confidential information with discretion.
Maintaining a positive demeanor in high-pressure situations.

Requirements:

Bachelor’s degree in Business Administration, Communications, or a related field.
At least 5 years of customer service management experience, ideally within eCommerce or subscription-based environments.
Demonstrated expertise in customer support with a strong preference for eCommerce experience.
Exceptional technical skills and adaptability to new tools and technologies.
Proficiency in Shopify, Recharge, and Gorgias CRM.
Advanced knowledge of Google Workspace (Docs, Sheets) and Microsoft Office Suite (Excel, Word, Outlook).
Experience with data analytics tools to monitor performance and drive improvement.
Strong problem-solving and strategic thinking abilities.

About remote-va

At remote-va, we are dedicated to delivering exceptional service in the eCommerce subscription industry. Our team is committed to innovation and customer satisfaction, providing a supportive and collaborative work environment for our employees.

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