Customer Support Specialist

Hirebridge LLC; Manila; On-site; PHP 335,000 - 558,000; Full time

Job summary

Tribute Technology is seeking a Customer Care / E-commerce support specialist to engage with florists, funeral homes and direct consumers. You will handle orders, inquiries and ticketing across phone, email, live chat and social media, collaborating with Canada and US teams.

The role emphasizes empathy, patience and timely, accurate responses in a growing, globally expanding company. The position offers a frontline role in a dynamic E-commerce team, with responsibilities across B2B and DTC

Qualifications

• Strong oral and written communication in English.
• Ability to work in a fast-paced environment with the capacity to manage multiple priorities.
• Effective time management including prioritization and meeting deadlines.
• Excellent organizational skills and attention to detail.
• Ability to communicate effectively and listen to different points of view.
• Ability to handle sensitive and confidential information.
• Processing e-commerce orders including routing, price adjustments and delivery confirmation.
• Addressing both B2B and DTC inquiries and requests.
• Willing to work rotational am/pm shifts including holidays; 40 hours/week.
• Be ready to start each shift promptly to ensure continuous customer support.
• Provide clear, timely, accurate and professional customer support.
• Coordinate with internal units to support vendor needs for B2B customers.
• Commit to personal development and learning.
• Communicate complex issues through ticketing and escalations to leadership.
• Other duties as assigned.

Responsibilities

• Strong oral and written communication with customers and vendors.
• Handle inquiries and provide assistance across channels.
• Process orders, track deliveries and manage issues.
• Coordinate with internal teams to fulfill vendor needs.
• Escalate complex cases to leadership when needed.
• Maintain high quality service and meet deadlines.

Skills

English communication

Time management

Organizational skills

Attention to detail

Customer service

Job description

ABOUT TRIBUTE TECHNOLOGY

At Tribute Technology, we make end-of-life celebrations memorable, meaningful, and effortless through thoughtful and innovative technology solutions. Our mission is to help communities around the world celebrate life and pay tribute to those we love. Our comprehensive platform brings together software and technology to provide a fully integrated experience for all users, whether that is a family, a funeral home, or an online publisher. We are the market leader in the US and Canada, with global expansion plans and a growing international team of more than 400 individuals in the US, Canada, Philippines, Ukraine and India.

POSITION SUMMARY

Are you looking for a new and rewarding role within customer services? Are you driven? Self-motivated? A good listener? Comfortable speaking to a variety of people? Enjoy interacting with others in an empathy driven industry?

The E-commerce team is looking for enthusiastic candidates who are willing to act as the frontline contact by supporting our various vendor base [i.e., florists, funeral homes] and direct consumers. Support will come in a variety of ways from interacting with people via phone, email, internal ticketing, live chat, and even social media.

This position also interacts with several internal business units in Canada and the US who support our B2B relations and other strategic vendors.

This is a great opportunity to develop within a diverse, rapidly growing company while working together towards a greater purpose. Given the nature of our business, empathy, patience, kindness, and a sense of urgency are essential traits for success.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Strong oral and written communication skills in English
• Ability to work in fast-paced environment with demonstrated ability to manage multiple competing priorities
• Effective time management to include establishing priorities and meeting deadlines
• Excellent organizational skills and attention to detail
• Ability to communicate effectively including a capacity for listening and absorbing different points of view
• Ability to handle sensitive and confidential information
• Processing e-commerce orders which include (but, not limited to) order routing, price adjustments and delivery confirmation
• Addressing both B2B (business to business) and DTC (direct to consumer) inquiries and requests
• Willing to work rotational am/pm shifts along with holidays; 40 hours/week
• Be ready to start each shift promptly to ensure no lapse in customer support
• Provide clear, timely, accurate and professional customer support
• Be helpful and supportive to all other Customer Care Team members
• Coordinate with other internal business units in a timely fashion to support any vendor needs for their B2B customers
• Commit to your own personal development and demonstrate an eagerness to learn
• Communicate complex customer/vendor issues through ticketing processes and escalations to leadership
• Other duties as assigned