E-Commerce Support Specialist | Multi-Channel CX

Triquetra; Philippines; Hybrid; PHP 156,000 - 246,000; Full time

Job summary

Triquetra in the Philippines is seeking a Customer Support Agent to handle inquiries across phone, chat, and email with a focus on delivering excellent service for our e-commerce customers.

You will resolve complaints, process refunds and replacements, and maintain detailed records while upholding a helpful, professional tone across platforms like Amazon, TikTok Shop, and Shopify. Flexibility to work shifts and time zones is expected.

Qualifications

• Proven experience in a customer support role for e-commerce or DTC brands.
• Hands-on experience using Gorgias as a CRM and managing tickets, macros, tags, and workflows.
• Strong written and verbal communication skills across multiple channels.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, chat, email, and platform messaging.
• Resolve complaints and process refunds and replacements when needed.
• Maintain accurate records of all interactions, refunds, and outcomes.
• Escalate complex issues to the appropriate lead when required.
• Stay up to date with product knowledge, promotions, and policy changes.

Skills

Multichannel support

Customer empathy

Excellent communication

Time management

Tools

Gorgias CRM

Job description

Triquetra in the Philippines is seeking a Customer Support Agent to handle inquiries across phone, chat, and email with a focus on delivering excellent service for our e-commerce customers.

You will resolve complaints, process refunds and replacements, and maintain detailed records while upholding a helpful, professional tone across platforms like Amazon, TikTok Shop, and Shopify. Flexibility to work shifts and time zones is expected.