Customer Experience Agent

TriquetraTM; Philippines; Remote; PHP 279,000 - 502,000; Full time

Job summary

TriquetraTM is seeking a Customer Experience Agent to respond to inquiries via phone, chat, and email, resolving issues and upholding a high standard of service. The role covers refunds, replacements, and order management across multiple platforms.

You will work with the Customer Experience Lead to maintain quality across channels like TikTok Shop, Amazon, and Shopify, while documenting interactions and outcomes meticulously.

Qualifications

• Proven experience in a customer support or customer service role, ideally with e-commerce or DTC brands.
• Hands-on experience using Gorgias as a CRM.
• Experience handling chat, email, and voice support in a fast-paced environment.
• Strong written and verbal communication with adaptable tone across channels.
• Experience with platforms such as Amazon, TikTok Shop, Shopify, or similar.
• Proven ability to resolve customer complaints, refunds, and returns with empathy.
• Detail-oriented with accurate documentation of interactions, refunds, returns, and outcomes.
• Willingness to work shifting schedules across different time zones.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, chat, reviews, email, and platform-specific messaging (Amazon, Walmart, Macy's, TikTok, Shopify).
• Use approved canned responses while providing personalized support as needed.
• Manage Address, Fraud, and Operator Holds following SOPs.
• Manage orders by creating, editing, and canceling where appropriate.
• Maintain a helpful, courteous, and professional tone in all interactions to uphold brand reputation.
• Respond to customer inquiries regarding order status, shipping updates, and delivery concerns on TikTok and Shopify.
• Investigate and resolve issues related to lost, delayed, or incorrect orders.
• Escalate technical or complex issues to the Customer Support Lead when necessary.
• Manage and resolve refund and return requests from customers on TikTok, using canned responses with clear procedures.
• Maintain detailed records of all return and refund requests and outcomes.
• Respond to Amazon customer messages, reviews, or inquiries in compliance with standards.
• Resolve issues promptly, including product quality, delivery, or order issues.
• Monitor customer service performance metrics and strive for high standards.
• Log all calls and outcomes accurately into the support system.
• Stay up to date with product knowledge, promotions, and policy changes.
• Proactively identify recurring issues and suggest improvements to processes or FAQs.

Skills

Customer service

Communication

Multitasking

Time management

Problem solving

Tools

Gorgias CRM

Job description

Job Title: Customer Experience Agent

Reporting To: Customer Experience Lead

Job Summary

The Customer Support Agent is in charge of responding to all inquiries and correspondence we receive from customers across multiple touchpoints – this includes phone, chat, and email. This role is in charge of resolving customer complaints, processing refunds and replacements when needed and providing the best possible customer service to anyone who tries to contact us through the proper channels.

Duties & Responsibilities:

Customer Interaction Across Channels:

• Respond promptly and professionally to customer inquiries via phone, chat, reviews, email, and platform-specific messaging (Amazon, Walmart, Macy's, TikTok, Shopify).
• Use approved canned responses where applicable, while also providing personalized support as needed.
• Manage Address, Fraud, and Operator Holds following the processes outlined in the SOP.
• Manage orders by creating, editing, and canceling where appropriate.
• Maintain a helpful, courteous, and professional tone in all interactions to uphold brand reputation.

Order Inquiries on TikTok and Shopify:

• Respond to customer inquiries regarding order status, shipping updates, and delivery concerns.
• Investigate and resolve any issues related to lost, delayed, or incorrect orders.
• Escalate technical or complex issues to the Customer Support Lead when necessary.

Refund and Return Requests on TikTok:

• Manage and resolve refund and return requests from customers on TikTok.
• Use the provided canned responses while clearly explaining return/refund procedures and policies.
• Maintain detailed and accurate records of all return and refund requests and outcomes.

Amazon Customer Support:

• Respond to Amazon customer messages, reviews, or inquiries in compliance with Amazon's customer service standards.
• Resolve issues promptly, including complaints about product quality, delivery, or order issues.
• Monitor Amazon performance metrics related to customer service (e.g., response time, satisfaction ratings) and work to maintain high standards.
  

ShipHero:

• Manage Shipment tracking, returns, and order holds.

Phone Support:

• Receive inbound customer calls and address concerns related to orders, products, or service issues.
• Escalate unresolved issues appropriately while ensuring the customer feels heard and supported.
• Log all calls and outcomes accurately into the support system.

General Support Responsibilities:

• Proactively identify recurring customer issues and suggest improvements to internal processes or FAQs.
• Stay up to date with product knowledge, promotions, and policy changes.
• Participate in team meetings, training sessions, and feedback loops to continuously improve support quality.
  

Qualifications

• 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 (must be comfortable 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 multiple 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 to ensure a positive customer experience
• Strong attention to detail with the ability to accurately document interactions, refunds, returns, and call outcomes
• Ability to investigate order-related issues including delayed, lost, or incorrect shipments and escalate when appropriate
• 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