Customer Service Representative (eCommerce)

TL;DR

Customer Service Representative (eCommerce): Delivering exceptional support for direct-to-consumer businesses with an accent on order management, shipping inquiries, and complex issue resolution. Focus on utilizing Shopify, Gorgias, and AI-powered tools to maintain high service standards in a fast-paced operational environment.

Location: Must be based in or near Pasig City, Philippines (Hybrid role with occasional onsite requirements).

Company

hirify.global Outsourcing is a service provider supporting global eCommerce and direct-to-consumer brands with operational and customer support solutions.

What you will do

• Manage customer inquiries via phone, email, and chat professionally.
• Process orders, refunds, replacements, and exchanges accurately.
• Utilize Shopify and Gorgias to handle support tickets and communication workflows.
• Leverage AI-powered tools to enhance support efficiency and response quality.
• Collaborate with internal teams to address escalations and operational transitions.
• Maintain accurate records of customer interactions and service resolutions.

Requirements

• 2 to 3 years of experience in eCommerce or direct-to-consumer customer service.
• Hands-on experience with Shopify and Gorgias.
• Experience supporting health and wellness consumer products.
• Proficiency in utilizing AI tools for customer support operations.
• Experience with account launches, transitions, or onboarding initiatives.
• Strong verbal and written English communication skills.

Culture & Benefits

• Medical and dental insurance plans.
• Government-mandated benefits (SSS, Philhealth, HDMF).
• Paid sick, emergency, and convertible vacation leaves.
• Performance-based bonuses and annual evaluations.
• Overtime, holiday pay, and night differential.
• Company-sponsored training and monthly team events.