Customer Happiness Agent

Showpo; Metro Manila; On-site; PHP 279,000 - 446,000; Full time

Job summary

Showpo is seeking a Customer Happiness Officer to be the voice of the customer across chat, phone, social and email channels. You will resolve enquiries, aim for world-class service, and support delivery feedback and process improvements.

The ideal candidate has 1+ year in delivering excellent customer experiences, flawless written and spoken English, and familiarity with e-commerce, online retail, and Zendesk CRM. Join a fast-growing fashion brand that puts customers first.

Qualifications

• 1+ year experience delivering awesome customer experience results.
• Perfect written and verbal communication; exceptional English.
• Experience in online retail, e-commerce and CRM platforms (Zendesk).

Responsibilities

• Ensure customer enquiries are dealt with in a timely manner across all channels (chat, phones, social and emails)
• Maintain high level of customer satisfaction rate across all channels
• Escalate time-sensitive orders appropriately within timely manner
• Clearly relay relevant information when escalating enquiries
• Continued development and improvement of customer service level
• Maintenance of google spreadsheets in conjunction with warehouse personnel to monitor service levels
• Ability to work effectively as a team to put the customer first at all touch points

Skills

Customer service

Communication

Teamwork

Typing speed 60 wpm

English fluency

Tools

Zendesk

Job description

About Us:

Showpo is the Australian owned, global, social media led ecommerce brand, redefining fashion retail for the new generation.

Showpo was established in Sydney in 2010 from our Founder & CEO Jane Lu's garage. Forward to now, we have disrupted the traditional retail model, are a global fashion destination and one of Australia's home grown true global success stories. We pride ourselves on empowering women worldwide and being one of Australia's largest and most successful social media brands.

The Role:

We are looking for Customer Happiness Officers who are customer obsessed and want to work with one of Australia's leading women's fashion ecommerce businesses!

This role will serve as the contact for customer enquiries and feedback, ensuring quality control, resolve delivery enquiries and get customer feedback. You will play a pivotal role in being the voice of our customer, ensuring that their experience is not only world class, but something they will rave about to their family and friends.

Duties to include, but are not limited to:

• Ensure customer enquiries are dealt with in a timely manner across all channels (chat, phones, social and emails)


• Maintain high level of customer satisfaction rate across all channels


• Escalate time sensitive orders appropriately within timely manner


• Clearly relay relevant information when escalating enquiries


• Continued development and improvement of customer service level


• Maintenance of google spreadsheets in conjunction with warehouse personnel to monitor service levels


• Ability to work effectively as a team to put the customer first at all touch points

Who are we looking for?

• 1+ year experience in delivering awesome customer experience results


• Perfect written and verbal communication skills. Your English needs to be exceptional.


• Adapt to the Showpo TOV within the business and towards customers


• Adaptable, flexible and able to work autonomously and unsupervised


• Typing speed > 60 words per minute


• Experience in online retail, e-Comm and CRM platforms (we use Zendesk)

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.