Senior Customer Service Specialist

3 weeks ago

Manila, National Capital Region, Philippines HireHawk Full time

Job Title: Senior Customer Service Specialist
Location:Remote 100%
Salary: USD (DOE) + performance bonuses.
Working hours: 8am - 5pm PST

About the Role:
We're seeking a seasonedSenior Customer Service Specialistto join our customer support team—with the opportunity to grow into aTeam Leadrole. This position is ideal for an experienced customer service professional who thrives in complex, multi-channel environments and is ready to take the next step in their career by mentoring others and driving process improvements.You'll bring5+ years of customer service experience, preferably with3 years in e-commerce, and expertise in managing customer interactions viaemail and social media platforms (Facebook, Instagram, Tiktok).

Key Responsibilities:

Senior Specialist Support:

  • Manage escalated and complex customer inquiries acrossemails and social media platformswith a focus on resolution, customer satisfaction, and efficiency.
  • Process backoffice tasks such as refunds, returns, replacements, and order adjustments with high attention to detail.
  • Support cross-functional collaboration to resolve customer pain points and improve workflows.

Leadership Development & Team Support

  • Mentor and support junior team members by sharing best practices and providing informal guidance.
  • Assist in onboarding and training new team members as needed.
  • Act as the first point of contact for escalations from the team when the supervisor is unavailable.

Process & Performance Optimization

  • Identify trends in customer inquiries to recommend process enhancements.
  • Support the implementation of new tools or workflows that improve team efficiency.
  • Contribute to updating the knowledge base and internal documentation for streamlined operations

Metrics & Reporting

  • Monitor personal and team KPIs such as response time, resolution rate, and CSAT.
  • Provide feedback on recurring customer issues and suggest improvements.

Requirements:

Experience:

  • 5+ years of customer service experience, with at least 3 years working for e-commerce brands.
  • Solid background handling multi-channel support (emails and social media platforms).
  • Experience assisting or stepping into leadership responsibilities (preferred).

Skills:

  • Advanced written and verbal communication skills.
  • Strong problem-solving and conflict resolution abilities.
  • Background in the beauty industry or makeup application is a huge plus
  • Proficiency in customer service platforms (e.g., Zendesk, Gorgias, Freshdesk) and social media management tools.
  • Familiarity with e-commerce platforms like Shopify, Magento, or WooCommerce.

Mindset:

  • Leadership potential with a proactive and collaborative approach.
  • Adaptability in a fast-paced, high-volume environment.
  • Detail-oriented, organized, and able to manage multiple priorities effectively

Why Join Us?

Leadership Growth– This role provides a clear path toward a Team Lead position.

Impact– Play a key role in shaping customer service operations.

Flexibility– Remote/hybrid work options.

Culture– Join a customer-obsessed, collaborative, and innovative team.

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