Customer Experience Specialist

Special Needs Essentials; Philippines; On-site; PHP 260,000 - 380,000; Full time

Job summary

Special Needs Essentials is seeking a Customer Service Representative in the Philippines to assist customers via phone, email, live chat, and in person. You will help with product selection, orders, shipping updates, returns, and issue resolution to ensure a positive experience.

Responsibilities include handling inquiries, processing updates through Shopify and ShipStation, troubleshooting orders, and coordinating with fulfillment teams.

Qualifications

• Provide prompt and professional customer support via phone, email, chat, and in person.
• Ensure accurate product information and assist with orders and returns.
• Document interactions and relay feedback to teams for improvement.

Responsibilities

• Respond promptly and professionally to customer inquiries.
• Assist with product selection, order placement, tracking, returns, and exchanges.
• Process order updates, cancellations, and refunds through Shopify, COMMSLAYER, and ShipStation.
• Provide accurate information about products, usage, and compatibility.
• Troubleshoot digital downloads, bundles, missing items, and incomplete orders.
• Coordinate with fulfillment teams to resolve shipping, inventory, and damaged-package concerns.
• Accurately document customer interactions for reporting and follow-up.
• Share customer feedback with marketing, product, and operations teams.
• Support loyalty programs, subscriptions, promotions, and product launches.
• Help maintain FAQs, help-center content, and internal training materials.

Skills

Customer service

Communication

Problem solving

Order processing

Tools

Shopify

COMMSLAYER

ShipStation

Job description

Special Needs Essentials is seeking a Customer Service Representative in the Philippines to assist customers via phone, email, live chat, and in person. You will help with product selection, orders, shipping updates, returns, and issue resolution to ensure a positive experience.

Responsibilities include handling inquiries, processing updates through Shopify and ShipStation, troubleshooting orders, and coordinating with fulfillment teams.