Taking applicationsVoice Support·Posted 14h ago
Customer Service Representative (3 month contract)
HireframeVerified company
Philippines
Pay
Not listed
Job type
Contract · Remote
Hours
US hours
Location
Philippines
EnglishMid level
About the role
A three-month contract supporting two US e-commerce brands by answering customer emails in Gorgias, updating Shopify orders, tracking shipments in ShipBob, and handling warranty and chargeback cases. The catch is the schedule: it is a full-time US-hours shift worked overnight from the Philippines, and the posting is open to Philippines-based applicants.
What you'll do
- Respond to customer emails in Gorgias across two brands and clear the inbox same day
- Look up and update orders in Shopify, including status, sizing exchanges and replacements
- Track shipments and resolve fulfillment issues in the ShipBob portal
- Handle warranty, damage and replacement cases end to end, following up until resolved
- File chargeback claims through the Shopify chargeback app
- Use existing macros and SOPs and escalate unusual cases to the manager
- Coordinate with the manager and team over Slack
- Spot recurring issues and suggest fixes that cut ticket volume or response time
What you'll need
- Prior customer support experience, ideally for a US e-commerce or consumer brand
- Excellent written English for clear, friendly customer emails
- Comfortable working full-time US working hours (overnight Philippines)
- Organized follow-through on open cases until resolved
Skills
Email customer supportGorgias helpdeskShopify order managementShipBob / 3PL portalsWarranty and replacement case handlingChargeback filingSOP documentation and process improvementExcellent written English
Benefits
Paid time offHealth insurancePerformance bonusRemote work flexibilityCareer growth
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