Live Chat & Shopify Orders Specialist

Q2 HR Solutions; Metro Manila; On-site; PHP 260,000 - 320,000; Full time

Job summary

Q2 HR Solutions is seeking a Customer Service Representative in Metro Manila to deliver fast, accurate, and friendly live chat support while managing Shopify orders. You will assist customers with inquiries, process orders, track shipments, and coordinate with internal teams to resolve delivery issues.

The role emphasizes upselling relevant products, maintaining accurate records, and ensuring privacy compliance, with a strong focus on delivering an exceptional customer experience that drives

Qualifications

• Experience in customer support is an advantage.
• Shopify order management highly preferred or willingness to learn quickly.
• Strong written English communication.
• Excellent chat etiquette and professional tone.
• Attention to detail and accuracy in order handling.
• Ability to multitask and manage multiple chats simultaneously.
• Problem-solving and de-escalation skills.
• Customer empathy and service mindset.

Responsibilities

• Respond to customer inquiries via live chat in a professional, helpful, and timely manner.
• Provide clear, accurate information on products, pricing, promotions, availability, order status, and policies.
• Troubleshoot customer concerns such as incorrect items, missing orders, damaged products, and billing questions.
• Escalate complex cases appropriately while maintaining ownership and ensuring resolution.
• Process customer orders using Shopify, ensuring accuracy in product selection, discounts, shipping details, and payment confirmation.
• Update order statuses, apply changes, and coordinate replacements/refunds when needed.
• Track shipments and proactively communicate updates to customers.
• Coordinate re-deliveries, reroutes, or returns-to-sender actions with internal teams and carriers.
• Identify customer needs and recommend relevant products, add-ons, or services.
• Maintain accurate customer records and log all interactions for reporting and audits.
• Collaborate with Warehouse/Fulfillment, Logistics, Finance, and Product to resolve issues.

Skills

Customer support

Shopify order management

Live chat

English communication

Multitasking

Problem solving

Team collaboration

Attention to detail

De-escalation

Office tools

Tools

Zendesk

Gorgias

Freshdesk

Shopify

Job description

Q2 HR Solutions is seeking a Customer Service Representative in Metro Manila to deliver fast, accurate, and friendly live chat support while managing Shopify orders. You will assist customers with inquiries, process orders, track shipments, and coordinate with internal teams to resolve delivery issues.

The role emphasizes upselling relevant products, maintaining accurate records, and ensuring privacy compliance, with a strong focus on delivering an exceptional customer experience that drives