Customer Support Specialist - Inbound

A J Media; Philippines; A distancia; PHP 279.000 - 446.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote position

Competitive salary + benefits

HMO

Paid leaves

Descripción de la vacante

A J Media is seeking a Customer Support Specialist to handle inbound inquiries across email, live chat, and social DMs. You will resolve order issues, shipping delays, returns, and billing within SLA, while maintaining a CSAT of 90%+ and driving customer retention.

Ideal candidates have 1–3 years in ecommerce support, strong communication skills, and experience with helpdesk tools like Gorgias or Zendesk, as well as Shopify. Fully remote position in the Philippines.

Formación

• 1–3 years of customer support experience in ecommerce or DTC.
• Clear, warm, and professional writing.
• Able to handle high-volume queues with attention to detail and empathy.
• Comfortable with helpdesk tools such as Gorgias or Zendesk and Shopify.

Responsabilidades

• Respond to inbound inquiries via email, live chat, and social DMs.
• Resolve order issues, shipping delays, returns, exchanges, and billing within SLA.
• Proactively turn service interactions into retention moments and reduce churn.
• Escalate complex issues and own customer outcomes end-to-end.
• Maintain a CSAT of 90%+ consistently.
• Identify patterns and flag recurring problems to operations.
• Keep helpdesk organized with proper tagging, notes, and follow-up.
• Contribute to and maintain FAQs, help articles, and macros.

Conocimientos

Customer focus

Clear communication

Empathy

Problem solving

High-volume handling

Herramientas

Gorgias

Zendesk

Shopify

Aircall

CRM tools

Descripción del empleo

Customer Support Specialist - Inbound

Company : A J Media Job Type : Full Time Philippines JobCopilot will tailor your resume and auto-fill the application

Job Description - Customer Support Specialist - Inbound

Description

ABOUT AJ MEDIA

At AJ Media, our brands live and die by the customer experience. We need someone who can handle high volumes of inbound support while making every single customer feel like they're our only customer. If you're a problem-solver who takes pride in turning frustrated shoppers into brand evangelists, we want you.

THE OPPORTUNITY

You’ll be the first line of defense and the last line of trust for our customers. From order inquiries to returns and escalations, you’ll handle it all — with speed, empathy, and an obsession for getting it right.

WHAT YOU'LL DO

• Respond to inbound customer inquiries across email, live chat, and social DMs with speed and accuracy
• Resolve order issues, shipping delays, returns, exchanges, and billing questions within SLA targets
• Proactively turn service interactions into retention moments — reduce churn through stellar support
• Escalate complex issues appropriately while owning the customer's outcome end-to-end
• Maintain a CSAT (Customer Satisfaction Score) of 90%+ consistently
• Identify patterns in customer issues and flag recurring problems to the operations team
• Keep helpdesk (Gorgias or similar) organized with proper tagging, notes, and follow-up
• Contribute to and maintain FAQ, help articles, and support macros

Requirements

WHO YOU ARE

• 1–3 years of customer support experience, ideally in an ecommerce or DTC environment
• You write with clarity, warmth, and professionalism — even on your toughest days
• You handle high-volume queues without losing attention to detail or empathy
• You're a natural problem-solver who doesn't wait to be told what to do
• You're comfortable with helpdesk tools (Gorgias, Zendesk, or similar), Shopify, and basic CRM
• You understand ecommerce logistics: shipping carriers, fulfillment workflows, refund processes

BONUS POINTS IF YOU HAVE

• Experience with Gorgias or ReAmaze specifically
• Shopify admin knowledge
• Knows how to navigate Aircall

Benefits

WHY JOIN US

• Join a team that genuinely values CS as a growth lever, not a cost center
• Performance bonuses tied to CSAT and resolution metrics
• Career growth into CS Team Lead or CX Operations roles
• Fully remote position with a collaborative, high-ownership culture
• Competitive Salary + benefits (paid leaves, HMO, allowances)
• Work with exciting consumer brands in a high-growth environment