Aux

Customer Experience Specialist

Aux

full-time

Posted on:

Location Type: Remote

Location: Philippines

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Manage daily ticket volume across email, chat, and marketplace messaging
  • Respond to customers clearly, professionally, and empathetically
  • Identify root causes of issues and minimize back-and-forth
  • Resolve order issues such as missing items, damage, delivery delays, and incorrect orders
  • Maintain consistent brand voice across all customer communications
  • Process refunds, replacements, and partial refunds accurately
  • Create and manage discount codes and appeasements
  • Edit orders (addresses, items, quantities) when appropriate
  • Investigate order timelines, shipments, and fulfillment status
  • Review fraud indicators and escalate when necessary
  • Work directly inside order records to diagnose customer complaints
  • Coordinate with fulfillment partners when corrections are required
  • Accurately categorize tickets using fields, tags, and macros
  • Escalate product quality issues with complete and organized details
  • Identify patterns and recurring customer issues
  • Help improve workflows, help center content, and macros

Requirements

  • Excellent written and spoken English (near-native proficiency required)
  • 3+ years of ecommerce customer support experience
  • Strong hands-on Zendesk experience (views, macros, tagging, workflows)
  • Strong hands-on Shopify experience (orders, refunds, edits, discounts)
  • Ability to interpret customer intent and respond thoughtfully
  • Extremely detail-oriented and reliable
  • Comfortable handling upset customers professionally
  • Ability to manage multiple conversations without sacrificing accuracy
  • Analytical mindset with ability to identify trends and root causes
  • Advanced Excel skills — able to build structured tables, dashboards, and reports from raw data
  • Comfortable using formulas (lookups, logical formulas, date calculations, pivot tables)
  • Comfortable working remotely across time zones and in startup or high-growth environments.
  • Strong preference for candidates who have supported US-based clients/companies.
Benefits
  • Food Allowance
  • Government Benefits
  • 13th Month pay
  • Work Equipment
  • Night Differential if applicable (10% of hourly rate)
  • 20 Leaves (after 6 months)
  • Holiday pay (200% on Regular holidays; 130% on Special holidays)
  • Overtime pay (max of 10.25 hrs/day)
  • Referral bonus (P10,000 if referral passed and stayed with the company for 3 months)
  • HMO (after 6 months)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ecommerce customer supportZendeskShopifyExceldata analysisticket categorizationorder managementrefund processingworkflow improvementfraud investigation
Soft Skills
written communicationverbal communicationdetail-orientedreliabilitycustomer empathyanalytical mindsetproblem-solvingmultitaskingprofessionalismadaptability