Customer Care Representative

3 weeks ago

Iloilo City, Western Visayas, Philippines Be One of Us - Cooee Inc Full time

Customer Care Representative (E-Commerce)

About the Role

We have partnered with an Australian-based fashion brand known for beautifully crafted, packable sunhats made for travel and timeless elegance. Their commitment to exceptional customer service is as strong as their dedication to quality and design.

As an E-Commerce Customer Care Representative, you'll be responsible for delivering a warm, solution-focused customer experience that reflects the elevated tone and high standards of the brand. As the first point of contact for their global community, you will embody the company's values in every interaction—primarily through email and chat support.

Why Cooee

Because we believe in the power of human connection. Because we are committed to flourishing human potential. Because we dream of a world where each one of us walks along the path to who we are and the best that we can be. This is why we do what we do – "To be a part of transformation one person, one community, one business at a time."

We are One Team committed to investing in relationships fueled by trust and anchored on the One Shared Vision: "to transform through connection". We believe this is where the strength of Cooee and our partnerships lie – in having clarity and conviction in purpose.

What you'll be working on:

  • Respond to customer inquiries via email/chat using our platform Gorgias.
  • Resolve order-related issues including shipping updates, returns, exchanges, and product inquiries.
  • Use product knowledge to help customers choose the right style and size.
  • Troubleshoot order issues using Shopify.
  • Record and tag common customer feedback to report trends and insights.
  • Coordinate with the warehouse team regarding fulfillment issues or urgent dispatches.
  • Maintain an elevated, brand-right tone of voice across all platforms.

What we're looking for:

  • At least 1–3 years experience in a customer-facing role, ideally within eCommerce or fashion.
  • Familiarity with platforms like Gorgias, Shopify, and Slack.
  • Excellent written English and grammar.
  • Empathetic, warm, and proactive communication style.
  • Detail-oriented and tech-savvy – able to navigate multiple systems at once.
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