Customer Experience Specialist

Lifely; Davao City; Remote; PHP 300,000 - 520,000; Full time

Benefits offered by this job

Work from Home

Healthcare benefits

Career development

Job summary

Lifely is seeking a full-time Customer Experience Specialist to support Australian online customers from the Philippines. You will handle inquiries via phone, email and live chat, resolve order issues, and process returns and refunds to ensure a positive customer experience.

The role requires 3+ years in customer service, strong communication skills, and experience with CRM/helpdesk tools and ecommerce platforms. This remote position offers healthcare benefits and opportunities for growth.

Qualifications

• 3+ years in a customer service or call centre role, preferably in ecommerce or retail.
• Experience handling returns, exchanges, refunds, and order issue resolution.
• Experience with phone, email, or live chat support.
• Strong communication and interpersonal skills with ability to build rapport with customers.
• Business‑fluent English to effectively communicate with customers.
• Experience with CRM/helpdesk tools (Zendesk, Freshdesk, Gorgias) is preferred.
• Experience with ecommerce platforms (Shopify) for customer support.
• Availability during Australian and US business hours.

Responsibilities

• Respond to customer inquiries and complaints via phone, email and live chat.
• Troubleshoot product or order issues and provide solutions.
• Process returns, exchanges and refunds promptly.
• Assist with product research and provide recommendations to customers.
• Identify trends and pain points to improve operations and service.
• Contribute to continuous improvement of customer service processes.
• Work during Australian business hours.

Skills

Customer service

English fluency

Multichannel support

Communication

Tools

Zendesk

Gorgias

Freshdesk

Shopify

Job description

Join Lifely as a full-time Customer Experience Specialist. In this role, you will be responsible for providing exceptional customer service and support to our Australian online customers. This is a great opportunity to be a part of a fast-paced, dynamic eCommerce business.

What You’ll Be Doing

• Respond to customer inquiries and complaints via phone, email and live chat channels
• Troubleshoot product or order issues and provide solutions to ensure a positive customer experience
• Process customer returns, exchanges and refunds in a timely manner
• Assist with product research and provide recommendations to customers
• Identify customer trends and pain points to help improve our operations and service
• Contribute to the continuous improvement of our customer service processes and procedures
• Work during Australian business hours to align with customer needs

About Us

Lifely is a leading eCommerce company specialising in innovative home and lifestyle products. With a strong presence in Australia and expanding globally, we are committed to providing our customers with exceptional products and services. Our diverse and talented team is passionate about creating a positive impact on the lives of our customers.

Requirements

• 3+ years of experience in a customer service or call centre role, preferably in an eCommerce or retail environment
• Prior hands‑on experience with returns, exchanges, refunds, and order issue resolution
• Experience handling customer support through phone, email, or live chat
• Strong communication and interpersonal skills with the ability to build rapport with customers
• Business‑fluent English to effectively communicate with customers
• Experience with customer service or helpdesk software (e.g., Gorgias, Zendesk, Freshdesk, or a similar CRM/helpdesk tool)
• Experience with Shopify or other eCommerce platforms for customer support functions
• Availability during Australian business hours and US business hours

Benefits

• Competitive salary
• Comprehensive healthcare and insurance benefits
• Opportunities for career development and advancement
• Work from Home role