Multichannel Customer Support & Experience Agent

TriquetraTM; Philippines; Remote; PHP 279,000 - 502,000; Full time

Job summary

TriquetraTM is seeking a Customer Experience Agent to respond to inquiries via phone, chat, and email, resolving issues and upholding a high standard of service. The role covers refunds, replacements, and order management across multiple platforms.

You will work with the Customer Experience Lead to maintain quality across channels like TikTok Shop, Amazon, and Shopify, while documenting interactions and outcomes meticulously.

Qualifications

• Proven experience in a customer support or customer service role, ideally with e-commerce or DTC brands.
• Hands-on experience using Gorgias as a CRM.
• Experience handling chat, email, and voice support in a fast-paced environment.
• Strong written and verbal communication with adaptable tone across channels.
• Experience with platforms such as Amazon, TikTok Shop, Shopify, or similar.
• Proven ability to resolve customer complaints, refunds, and returns with empathy.
• Detail-oriented with accurate documentation of interactions, refunds, returns, and outcomes.
• Willingness to work shifting schedules across different time zones.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, chat, reviews, email, and platform-specific messaging (Amazon, Walmart, Macy's, TikTok, Shopify).
• Use approved canned responses while providing personalized support as needed.
• Manage Address, Fraud, and Operator Holds following SOPs.
• Manage orders by creating, editing, and canceling where appropriate.
• Maintain a helpful, courteous, and professional tone in all interactions to uphold brand reputation.
• Respond to customer inquiries regarding order status, shipping updates, and delivery concerns on TikTok and Shopify.
• Investigate and resolve issues related to lost, delayed, or incorrect orders.
• Escalate technical or complex issues to the Customer Support Lead when necessary.
• Manage and resolve refund and return requests from customers on TikTok, using canned responses with clear procedures.
• Maintain detailed records of all return and refund requests and outcomes.
• Respond to Amazon customer messages, reviews, or inquiries in compliance with standards.
• Resolve issues promptly, including product quality, delivery, or order issues.
• Monitor customer service performance metrics and strive for high standards.
• Log all calls and outcomes accurately into the support system.
• Stay up to date with product knowledge, promotions, and policy changes.
• Proactively identify recurring issues and suggest improvements to processes or FAQs.

Skills

Customer service

Communication

Multitasking

Time management

Problem solving

Tools

Gorgias CRM

Job description

TriquetraTM is seeking a Customer Experience Agent to respond to inquiries via phone, chat, and email, resolving issues and upholding a high standard of service. The role covers refunds, replacements, and order management across multiple platforms.

You will work with the Customer Experience Lead to maintain quality across channels like TikTok Shop, Amazon, and Shopify, while documenting interactions and outcomes meticulously.