Customer Support And E-commerce Operations Coordinator

Booth; Makati; À distance; PHP 260 000 - 380 000; Plein temps

Avantages offerts par ce poste

Laptop, internet & mobile allowance

Résumé du poste

Booth is seeking a dedicated Customer Support & E-commerce Operations specialist to manage online inquiries and order issues across four brands. You will triage emails, manage Shopify order status, and respond to Facebook interactions in brand voice.

You’ll help keep our dispatch running smoothly and improve self-service through updated FAQs. The role is full-time and fully remote, aligned with Philippine business hours and support for Australian and UK customers.

Qualifications

• 2+ years of experience in customer support, e-commerce operations, or social media community management.
• Strong written English with friendly, brand-appropriate tone.
• Experience with Shopify and Meta Business Suite or Facebook page management.

Responsabilités

• Answer routine enquiries and resolve order issues across four brands.
• Manage Shopify order status, deliveries, and dispatch follow-ups.
• Respond to Facebook comments and Messenger messages in brand voice.
• Maintain FAQs and help content to aid self-service.

Connaissances

Customer support

E-commerce operations

Social media management

Outils

Shopify

Meta Business Suite

Description du poste

Job Description:

About Gourmet Food

Were a fast-growing Australian gourmet food and distillery business with four e-commerce brands, selling across Australia and the UK. Our online sales have grown quickly, and we need a dedicated person to look after our customers across email and Facebook so our dispatch team can focus on getting orders out.

Youll be the first point of contact for our online customers, but this is more than answering questions. Were looking for a problem solver who spots issues before customers do, chases them through to resolution, and helps us tighten how our online store runs.

Youll own order exceptions, failed deliveries and dispatch follow-ups, keep our Shopify orders accurate, and report back to the team each week on whats working and what isnt.

What Youll Do

1. Customer Support

• Monitor and triage the email inboxes for our four brands. Answer routine enquiries, resolve order issues, and clear spam.
• Answer "wheres my order" questions by looking up order and shipping status in Shopify.
• Reply to comments on our Facebook ads and posts in each brands voice, and keep the conversation going.
• Manage Facebook Messenger for all four brands.
• Maintain and update our FAQs and help content so customers can find answers themselves.
• Use and help build response templates as you learn our brands and products.

2. E-commerce Operations

• Monitor order exceptions in Shopify, including payment holds, address errors and incomplete orders, and resolve them before they reach the customer.
• Track failed and delayed deliveries with our couriers, and keep customers updated until each one is resolved.
• Follow up dispatch issues with our team, including short shipments, damaged goods and incorrect items, and close the loop with the customer.
• Run regular Shopify order audits to catch errors, duplicates and stuck orders.
• Coordinate influencer and Facebook Group gifting, from tracking who receives product through to confirming delivery.
• Prepare a weekly report covering enquiry volumes, order and delivery issues, recurring problems, and recommended fixes.
• Flag complaints, recurring issues, and anything unusual to the team, with a suggested solution where you can.

Requirements

What You Bring

• Experience: 2+ years in customer support, e-commerce operations, or social media community management, ideally for an e-commerce or consumer brand.
• Communication: Excellent written English, with a friendly and natural tone you can adapt to different brands.
• Technical Skills: Experience with Shopify (preferred) and Meta Business Suite or Facebook page management.
• Problem-Solving: A problem-solving mindset. You dig into the root cause, follow issues through to resolution, and suggest improvements rather than just escalating.
• Attention to Detail: Strong attention to detail and comfort working with order data, tracking information and simple reports in Google Sheets or Excel.
• Judgement: Good judgement on what to answer, what to escape, and what to ignore.
• Adaptability: Comfortable staying organised when volume spikes, for example when an ad goes viral or we launch in a new market.
• Work Environment: A quiet home workspace and reliable internet.

Work Setup

• Full-time and fully remote, working Philippine business hours. Hours may be adjusted to suit our Australian and UK customers.
• Youll be trained directly by our team and work as part of it day to day.
• Employed through Booth, with a laptop, internet and mobile allowance, and full Philippine benefits

Requirements: