4 дня назад
CSOS Agent (Customer Service Operations)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
CSOS Agent (Customer Service Operations): Investigating chargebacks, payment disputes, specialist customer cases, and operational exceptions with an accent on accurate case progression, documentation, quality controls, and cross-functional coordination. Focus on resolving complex cases within delegated authority, identifying evidence or process gaps, supporting AI-assisted workflows, and maintaining operational continuity across customer service processes.
Location: Remote in the Philippines, Indonesia, or Malaysia
Company
operates a direct-to-consumer health and wellness brand offering supplement products to customers worldwide.
What you will do
- Investigate chargebacks and payment disputes, gather evidence, prepare submissions, complete quality checks, and monitor deadlines.
- Process specialist cases including reshipments, delivery issues, complex escalations, refunds, payment exceptions, and approved account or data requests.
- Manage case queues, priorities, records, follow-ups, handovers, and routine coordination with relevant teams.
- Follow SOPs, approval requirements, financial controls, and data-handling procedures while checking casework and AI-assisted outputs.
- Identify recurring issues and unclear guidance, contribute to documentation updates, and support testing of new processes, tools, and automation.
- Support temporary customer-facing initiatives such as outbound campaign calls and beta-tester communications.
Requirements
- Strong attention to detail, investigative ability, sound judgment, and reliable follow-through.
- Ability to prioritize deadlines, maintain accurate records, and work across multiple systems.
- Clear written and verbal English, including confidence with occasional outbound calls.
- Reliable remote working practices and careful handling of customer information and financial actions.
- Willingness to learn multiple workflows, accept coaching, adapt to new tools, and escalate issues beyond delegated authority.
Nice to have
- Experience in customer service, e-commerce operations, or specialist case handling.
- Experience with chargebacks, payment disputes, reshipments, or outbound customer contact.
- Experience with Zendesk, Shopify, or comparable customer-service, payment, and fulfilment systems.
- Experience with AI-assisted workflows, process testing, spreadsheets, and collaboration tools.
Culture & Benefits
- Full-time remote work from the Philippines, Indonesia, or Malaysia.
- Work within a growing direct-to-consumer health and wellness business serving customers worldwide.
- Structured procedures, quality reviews, coaching, and opportunities to build proficiency across core workflows.
- Delegated authority for approved case resolutions with clear escalation requirements for sensitive or higher-risk issues.
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