Customer Service Representative (eCommerce)

TL;DR

Customer Service Representative (eCommerce): Managing customer inquiries via Freshdesk and outbound calls for multiple DTC brands with an accent on resolution rate and CSAT. Focus on resolving order issues, coordinating with 3PL partners, and maintaining high customer satisfaction across various e-commerce platforms.

Location: Must be based in the Philippines

Compensation: $600–$800/month

Company

hirify.global Group is a fast-growing eCommerce investment and operating company that scales digital consumer brands through data-driven performance marketing and operational excellence.

What you will do

• Respond to customer inquiries via Freshdesk (email and chat) and perform outbound follow-up calls to resolve concerns.
• Handle order updates, returns, exchanges, refunds, and product inquiries.
• Coordinate with internal teams and 3PL partners to resolve shipping or fulfillment issues.
• Maintain accurate customer interaction records and suggest process improvements for templates.
• Meet performance targets for response time, resolution rate, and customer satisfaction (CSAT 90%+).

Requirements

• Minimum 2 years of customer service experience, including at least 1 year in non-voice support.
• Must be based in the Philippines.
• Excellent written English proficiency (C1+).
• Familiarity with Freshdesk, Zendesk, or similar helpdesk platforms.
• Typing speed of at least 40 words per minute with high accuracy.
• Availability to work Tuesday–Saturday, 4 AM–12 NN PHT.

Nice to have

• Experience with Shopify, Amazon Seller Central, or TikTok Shop.
• Familiarity with Google Workspace (Docs, Sheets).
• Pet ownership or experience caring for pets.

Culture & Benefits

• Fully remote work environment.
• Performance-based incentives.
• Opportunity for promotion or transition to full-time employment based on performance.
• Hands-on exposure to real customer experience operations for fast-growing DTC brands.

Hiring process

• Resume submission highlighting non-voice experience.
• Online assessment via TestGorilla.
• Initial interview with the HR team.
• Final interview with the hiring manager.