WFH Customer Support Associate

2 weeks ago

Bacolod City, Philippines Artillery Philippines Full time

Artillery Philippines is committed to delivering an exceptional customer experience while cultivating a dynamic and engaged community. We are looking for a dedicated Customer Support & Community Engagement Specialist to support our mission and enhance our customer interactions.


Requirements:

At least 1 year of experience in customer support or community engagement.

Excellent verbal and written communication skills in English and Filipino.

Comfortable with phone calls when needed.

Fast learner and quick at solving customer issues.

Resourceful, takes initiative, and thinks critically.

Hardworking, responsible, and detail-oriented.

Strong multi-tasking skills and ability to work independently.

Basic knowledge of Google Sheets/Excel and Canva.

Willing to work onsite a few times a week.

Sincere interest in art, painting, calligraphy, or journaling.



Work Hours:

Hybrid position:

Probationary period: 12 hrs onsite

Regular: 8 hrs onsite

Work from Home position: Full-time (Hours will be a broken shift in the AM, PM & Night time to accommodate inquiries)

Responsibilities:

Customer Support & Order Management

Help customers by answering inquiries and resolving order issues on Lazada, Shopee, TikTok Shop, and our website in a friendly and timely manner.

Process orders in the online POS system and keep customers updated with tracking information.

Handle returns, exchanges, and refunds smoothly.

Address customer concerns, low ratings, and complaints, escalating them when needed.

Social Media & Community Engagement

Reply to messages, comments, and inquiries on Facebook, Instagram, TikTok, and email to keep our customers engaged and satisfied.

Assist in managing our online community—post stories, engage with tagged photos, moderate Facebook group requests, and encourage discussions.

Help organize and run fun community activities like giveaways, raffles, and challenges.

Invite customers to join special events, promotions, and free webinars.

VIP & Business Inquiries

Assist in handling VIP customers and potential high-quality leads with personalized support.

Respond to B2B inquiries, assist with bulk orders, and coordinate purchases.

Schedule and manage calls with interested clients.

Tracking & Reporting

Keep an eye on shop metrics like response rates and seller ratings to ensure we maintain excellent service.

Prepare simple weekly and monthly reports on customer interactions and order concerns.

Team Support & Training

Guide and support interns, helping them understand customer service best practices.



Nice to have:

Degree in Marketing/Communications

Experience in customer service



This is NOT for you if:

You are a student

You have anxiety making phone calls

You have issues multi-tasking and get easily overwhelmed

You like repetitive work



Compensation:

During training period: P13,000 - P14,000 depending on experience & skill

After training period: P15,000 - P17,000 depending on experience & skill

Basic Benefits such as SSS, PAG-IBIG and PhilHealth

13th-month bonus

Mid-year performance bonus

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