Customer Experience Specialist

Lifely

Davao City

Remote

PHP 391,000 - 614,000

Full time

8 days ago

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Benefits offered by this job

Competitive salary

Comprehensive healthcare and insurance

Career development and advancement

Work from Home role

Job summary

Lifely, a fast-growing ecommerce company, seeks a full-time Customer Experience Specialist to support Australian customers from home. You will handle inquiries, resolve order issues, and process returns via phone, email, and live chat. The role requires 3+ years in customer service, English fluency, and familiarity with CRM tools.

Australian and US hours are expected. Join Lifely to help improve customer journeys and contribute to product research while enjoying a flexible work-from-home setup

Qualifications

3+ years of experience in a customer service or call centre role, preferably in ecommerce.
Hands-on experience with returns, exchanges, refunds, and order issue resolution.
Experience with customer support via phone, email, or live chat.
Strong communication and interpersonal skills with customers.
Business-fluent English to communicate effectively.
Experience with CRM/helpdesk tools (Gorgias, Zendesk, Freshdesk).
Experience with Shopify or other ecommerce platforms for support.
Availability during Australian and US business hours.

Responsibilities

Respond to customer inquiries and complaints via phone, email and live chat channels.
Troubleshoot product or order issues and provide solutions for a positive experience.
Process customer returns, exchanges and refunds promptly.
Assist with product research and provide recommendations to customers.
Identify trends to help improve operations and service.
Contribute to ongoing improvement of customer service processes.
Work during Australian business hours to align with customer needs.

Skills

Customer service

Communication

English proficiency

Tools

Gorgias

Zendesk

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.

What we're looking for

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

What we offer