Remote Ecommerce Support Specialist

Ajmedia; Manila; On-site; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Fully remote

Paid leaves

HMO

Allowances

Job summary

AJ Media in Manila is seeking a customer support specialist to handle inbound inquiries across email, live chat, and social DMs with speed and empathy.

You will resolve order issues, returns, and billing, maintain CSAT targets, and document issues for the operations team. Remote work, growth opportunities, and competitive benefits are provided.

Ideal candidates have 1–3 years in ecommerce support, strong written communication, and familiarity with helpdesk platforms.

Qualifications

• 1–3 years of customer support experience in ecommerce or DTC
• You write with clarity, warmth, and professionalism
• You handle high-volume queues with attention to detail and empathy
• You are a natural problem-solver who acts proactively
• Comfortable with helpdesk tools (Gorgias, Zendesk, or similar), Shopify, and basic CRM
• Understand ecommerce logistics: shipping, fulfillment, refunds

Responsibilities

• Respond to inbound customer inquiries across email, live chat, and social DMs with speed and accuracy
• Resolve order issues, shipping delays, returns, exchanges, and billing questions within SLA targets
• Proactively turn service interactions into retention moments to reduce churn
• Escalate complex issues while owning the customer outcome end-to-end
• Maintain a CSAT of 90%+ consistently
• Identify patterns in customer issues and flag recurring problems to the operations team
• Keep helpdesk organized with proper tagging, notes, and follow-up
• Contribute to and maintain FAQ, help articles, and support macros

Skills

Customer support

Clear communication

Empathy

Attention to detail

Problem solving

Tools

Gorgias

Zendesk

Shopify

Job description

AJ Media in Manila is seeking a customer support specialist to handle inbound inquiries across email, live chat, and social DMs with speed and empathy.

You will resolve order issues, returns, and billing, maintain CSAT targets, and document issues for the operations team. Remote work, growth opportunities, and competitive benefits are provided.

Ideal candidates have 1–3 years in ecommerce support, strong written communication, and familiarity with helpdesk platforms.