Customer Service Agent

TL;DR

Customer Service Agent (Zendesk/Ecommerce): Handling customer tickets, chats, and phone calls from start to finish with an accent on empathetic communication, fast response times, and high-quality issue resolution. Focus on managing 40+ tickets per day, de-escalating challenging requests, improving workflows through SOPs, and supporting internal projects.

Location: Remote work from the Philippines; possible second-shift and Wednesday–Sunday weekend schedules.

Company

hirify.global develops and sells accessories through an ecommerce business.

What you will do

• Handle customer tickets from initial contact through resolution using multiple tools.
• Respond to initial and follow-up requests within 4–24 hours while maintaining a CSAT score of at least 95%.
• Provide empathetic support through tickets, chats, and phone calls, including de-escalation of challenging cases.
• Expedite and follow up on other agents’ tickets when necessary.
• Identify issues, communicate questions to leads, and maintain strong attendance.
• Create SOPs, improve workflows, and potentially lead internal projects.

Requirements

• At least 2 years of customer service experience; ecommerce experience is beneficial.
• Knowledge of Zendesk, Microsoft Excel, Word, SharePoint, and Outlook.
• Ability to multitask, manage time effectively, stay organized, and pay close attention to detail.
• Strong written and verbal communication skills, including the ability to speak and present to larger groups.
• Natural ability to proactively de-escalate challenging customer requests.

Culture & Benefits

• Remote work arrangement.
• Potential opportunities to work second shifts.
• Potential Wednesday–Sunday weekend schedule.
• Opportunities to improve operational efficiency and lead internal projects.