Customer Experience Specialist

Lifely; Philippines; Remote; PHP 335,000 - 670,000; Full time

Benefits offered by this job

Work from Home

Healthcare benefits

Career development

Job summary

Lifely is seeking a fully remote 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 manage returns with a focus on delivering a positive customer experience.

Familiarity with Shopify and CRM tools is preferred, plus availability during Australian and US business hours. Join Lifely’s fast-paced eCommerce team and contribute to improving customer service processes while

Qualifications

• 3+ years in a customer service or call centre role, preferably in an eCommerce or retail environment.
• Experience handling returns, exchanges, refunds, and order issue resolution.
• Experience with phone, email, or live chat support.
• 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 (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.

Responsibilities

• 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.

Skills

Customer service

Communication

English fluency

Tools

Gorgias

Zendesk

Freshdesk

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

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

Benefits

What we offer

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