Customer Service Representative

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Customer Service Representative

Hybrid

National Capital Region, Philippines

Support a growing eCommerce and direct-to-consumer business.

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Job description

Job Summary

KDCI Outsourcing is seeking an experienced Customer Service Representative to support a growing eCommerce and direct-to-consumer business. This role is responsible for delivering exceptional customer service across phone, email, and chat channels, assisting customers with orders, shipping inquiries, refunds, and account-related concerns. The ideal candidate has hands-on experience with Shopify and Gorgias, AI-powered support tools, and is comfortable working in a fast-paced environment while supporting account launches, transitions, and operational growth initiatives.

Key Responsibilities

Handle customer inquiries via phone, email, and chat in a timely and professional manner.

Provide accurate information regarding products, orders, shipping, returns, and account-related concerns.

Resolve customer concerns and complaints while maintaining a positive customer experience.

Process orders, refunds, replacements, exchanges, and other customer requests.

Utilize Shopify and Gorgias to manage customer interactions, support tickets, order-related concerns, and customer communication workflows.

Leverage AI-powered tools to improve customer support efficiency, response quality, and productivity.

Maintain accurate records of customer interactions, transactions, and resolutions.

Collaborate with internal teams to address escalations and operational concerns.

Support process improvements and contribute to maintaining service quality standards.

Assist with account launches, transitions, onboarding activities, and operational ramp-ups as needed.

Meet established productivity, quality, and customer satisfaction targets.

Job requirements

Job Requirements

2–3 years of experience in customer service within an eCommerce or direct-to-consumer environment.

Hands-on experience using Shopify and Gorgias for order management, customer support, ticket handling, and customer communication workflows.

Experience supporting health and wellness consumer products.

Experience utilizing AI tools or platforms to support customer service operations.

Experience supporting account launches, transitions, migrations, or onboarding initiatives.

Experience handling phone, email, and chat support channels.

Strong verbal and written English communication skills.

Strong customer service, problem-solving, and conflict-resolution skills.

Ability to multitask, prioritize workload, and work independently.

Comfortable working in a fast-paced and performance-driven environment.

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