Multichannel Customer Experience Pro

Triquetra Health LLC; Philippines; On-site; PHP 201,000 - 357,000; Full time

Job summary

Triquetra Health LLC seeks a Customer Experience Agent to respond to inquiries via phone, chat, email, and platform messaging. You will resolve issues, process refunds and replacements, and maintain a professional, helpful tone across channels.

Responsibilities include managing orders, assisting with platforms like TikTok/Shopify, and logging interactions while escalating complex cases. Shift flexibility and strong communication are essential.

Qualifications

• Experience in a customer support or customer service role, ideally supporting e-commerce brands
• Hands-on experience using a CRM system to manage tickets, macros, tags, and workflows
• Demonstrated experience handling chat, email, and voice support in a fast-paced environment
• Strong written and verbal communication skills with the ability to adapt tone across channels
• Experience supporting customers across multiple platforms such as Amazon, TikTok Shop, Shopify, or similar channels
• Proven ability to resolve complaints, refunds, and returns with empathy and professionalism
• Comfortable using canned responses while knowing when to personalize communication

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, chat, reviews, email, and platform messaging
• Manage address, fraud, and holds following SOPs
• Handle orders by creating, editing, and canceling as needed
• Maintain courteous, brand-consistent tone in all interactions
• Investigate and resolve issues related to orders, refunds, and returns
• Escalate complex issues to supervisor when necessary
• Log all calls and outcomes accurately in the support system
• Proactively identify recurring issues and suggest process improvements

Skills

Customer service

Multichannel support

Gorgias CRM

Communication

Problem solving

Order management

Time management

Detail orientation

Tools

Gorgias CRM

Job description

Triquetra Health LLC seeks a Customer Experience Agent to respond to inquiries via phone, chat, email, and platform messaging. You will resolve issues, process refunds and replacements, and maintain a professional, helpful tone across channels.

Responsibilities include managing orders, assisting with platforms like TikTok/Shopify, and logging interactions while escalating complex cases. Shift flexibility and strong communication are essential.