Email Support Specialist — Customer Experience

Hammerjack Pty Ltd; Philippines; On-site; PHP 346,000 - 519,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a dedicated Email Customer Support Specialist to join our growing Customer Experience team. You will handle inquiries related to orders, products, subscriptions, refunds, and overall customer experience with accuracy and empathy.

The role involves managing high volumes of emails, following established workflows, and escalating complex issues to Team Leads as needed. Remote-friendly contract with EST hours and full-time commitment.

Qualifications

• 1+ year of customer support experience, preferably in email-based customer service, e-commerce, DTC, or similar environment.
• Experience handling a high volume of customer inquiries is strongly preferred.
• Strong written English communication skills with excellent grammar, spelling, and attention to detail.
• Ability to communicate clearly, professionally, and empathetically through written channels.
• Strong problem-solving and critical-thinking skills.

Responsibilities

• Respond to customer inquiries via email and designated platforms in a timely, professional, and empathetic manner.
• Manage a high volume of customer inquiries while maintaining response quality and accuracy.
• Resolve customer concerns related to orders, shipping, subscriptions, refunds, returns, payments, and product questions.
• Review customer information, order history, and previous interactions to provide accurate and personalized support.
• Provide clear explanations and solutions while maintaining a positive customer experience.

Skills

Customer support

Written English

Problem solving

Time management

Attention to detail

Team collaboration

KPIs

Tools

Zendesk

Shopify

Gorgias

Kustomer

Job description

Hammerjack Pty Ltd is seeking a dedicated Email Customer Support Specialist to join our growing Customer Experience team. You will handle inquiries related to orders, products, subscriptions, refunds, and overall customer experience with accuracy and empathy.

The role involves managing high volumes of emails, following established workflows, and escalating complex issues to Team Leads as needed. Remote-friendly contract with EST hours and full-time commitment.