Remote Customer Support Specialist — Elevate CX & Retention

A J Media; Philippines; Remote; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Fully remote position

Competitive salary + benefits

HMO

Paid leaves

Job summary

A J Media is seeking a Customer Support Specialist to handle inbound inquiries across email, live chat, and social DMs. You will resolve order issues, shipping delays, returns, and billing within SLA, while maintaining a CSAT of 90%+ and driving customer retention.

Ideal candidates have 1–3 years in ecommerce support, strong communication skills, and experience with helpdesk tools like Gorgias or Zendesk, as well as Shopify. Fully remote position in the Philippines.

Qualifications

• 1–3 years of customer support experience in ecommerce or DTC.
• Clear, warm, and professional writing.
• Able to handle high-volume queues with attention to detail and empathy.
• Comfortable with helpdesk tools such as Gorgias or Zendesk and Shopify.

Responsibilities

• Respond to inbound inquiries via email, live chat, and social DMs.
• Resolve order issues, shipping delays, returns, exchanges, and billing within SLA.
• Proactively turn service interactions into retention moments and reduce churn.
• Escalate complex issues and own customer outcomes end-to-end.
• Maintain a CSAT of 90%+ consistently.
• Identify patterns and flag recurring problems to operations.
• Keep helpdesk organized with proper tagging, notes, and follow-up.
• Contribute to and maintain FAQs, help articles, and macros.

Skills

Customer focus

Clear communication

Empathy

Problem solving

High-volume handling

Tools

Gorgias

Zendesk

Shopify

Aircall

CRM tools

Job description

A J Media is seeking a Customer Support Specialist to handle inbound inquiries across email, live chat, and social DMs. You will resolve order issues, shipping delays, returns, and billing within SLA, while maintaining a CSAT of 90%+ and driving customer retention.

Ideal candidates have 1–3 years in ecommerce support, strong communication skills, and experience with helpdesk tools like Gorgias or Zendesk, as well as Shopify. Fully remote position in the Philippines.