PHL - Customer Service Agent

3 days ago

Manila, National Capital Region, Philippines Tidal Full time $60,000 - $80,000 per year
Job Title: Customer Service Agent
Contractor Fee: $1,600/month (USD)
Work Arrangement: Remote
Engagement Type: Independent Contractor
Commitment: Full-time (Approx. 40 hours/week)
Company Overview:

Tidal is a Direct Placement Agency that helps job seekers find job opportunities for real growth. We work with stable, responsible businesses experienced in remote hires and are excited to welcome international team members. Tidal is owned and operated by consumer brand owners and operators. We have offshore team-building experience and aim to help businesses leverage global talent.

About This Role:

We're looking for an Expert Customer Service Support Manager to support one of our growing e-commerce clients. The ideal candidate thrives in high-volume support environments and knows how to balance empathy, efficiency, and precision. You'll be responsible for leading customer support operations, optimizing CX workflows, and ensuring KPIs are consistently met or exceeded. If you're proactive, detail-oriented, and passionate about delivering world-class customer experiences while leveraging AI and automation, this role could be a perfect fit.

Key Responsibilities:
  • Manage all inbound support tickets via Zendesk with professionalism and empathy.
  • Configure and optimize Zendesk views, macros, and automations.
  • Handle Shopify/Amazon orders, exchanges, discounts, and refunds.
  • Respond to and resolve customer inquiries via social media (Facebook/Instagram).
  • Maintain and improve AI-generated prompts, canned responses, and macros.
  • Monitor and report on CX KPIs (Tickets Per Day, First Reply Time, Resolution Time, CSAT, NPS).
  • Track performance metrics, analyze data, and provide actionable insights.
  • Maintain knowledge base articles, FAQs, and best practices.
  • Proactively identify and implement process improvements and AI automation.
  • Collaborate cross-functionally with operations, marketing, and warehouse teams to resolve escalations.
  • Record and report customer complaints and product suggestions.
Software/Platforms/Tools:
  • CX Software: Zendesk, Richpanel
  • E-commerce: Shopify, Amazon
  • WMS: Shiphero, NetSuite (or similar)
  • Social Media: Facebook, Instagram, Meta Business Suite
  • Analytics: Shopify, Zendesk
  • Productivity & Communication: Google Sheets, Slack, Google Workspace
  • AI Tools: ChatGPT, Claude, AI Agents, Make, N8N, Zapier
Qualifications:
  • 3-5 years of freelancing experience with strong English communication skills (C1/C2 level).
  • 2+ years in a customer service leadership role (team lead/manager) in BPO or e-commerce.
  • 5+ years of customer service/BPO experience across sales, support, or technical roles.
  • Proven Zendesk expertise in high-volume ticket environments.
  • Hands-on Shopify and Amazon order management (orders, refunds, exchanges).
  • Strong understanding of CX metrics: TPD, FCR, First Reply Time, CSAT, NPS.
  • Skilled in writing empathetic responses and optimizing macros, canned replies, and AI prompts.
  • Fast typing speed: 50 WPM, 98% accuracy (demo required).
  • Highly organized, able to manage multiple priorities and high ticket volumes without sacrificing quality.
  • Nice-to-have: familiarity with social media workflows, e-commerce logistics, AI-agent prompts, and automation tools (OpenAI, N8N, Zapier).
Shift Schedule:
  • Monday to Friday, 9:00 AM 5:00 PM US PST

  • Customer Service Agent

    3 days ago

    Manila, National Capital Region, Philippines OnlineFactory Full time ₱150,000 - ₱300,000 per year

    is hiring a Part time Customer Service Agent role in Malate, NCR. Apply now to be part of our team.Job summary:Flexible hours available1 year of relevant work experience required for this roleQualifications:Must have at least 3 months BPO experienceExcellent communication skillsExperience in using Salesforce is a big plusMust be flexible with any shift and...

  • Customer Service Agent

    5 days ago

    Manila, National Capital Region, Philippines Binance Full time

    Customer Service Agent - Merchant Team -Metro ManilaCrypto JobsJob Description Posted: 4 hours agoBinance is the world's largest cryptocurrency exchange and blockchain ecosystem with over 250 million users across 100+ countries. It offers services in trading, education, research, Web3, payments, and more.Respond to customer queries via chat, email, or calls...

  • Customer Service Agent

    3 days ago

    Manila, National Capital Region, Philippines Probe CX Full time ₱150,000 - ₱300,000 per year

    At Probe CX, we empower our clients to enhance brand engagement and elevate customer experiences through our dedicated and enthusiastic contact centers. With locations throughout the Philippines, our teams unite to provide engaged contact center solutions for a diverse array of clients. We seek individuals who embody a 'can do' attitude—and even more...

  • Agent, Customer Service Representative

    3 days ago

    Manila, National Capital Region, Philippines Bill Gosling Outsourcing Full time $30,000 - $50,000 per year

    Join a Team That's Passionate About Making Lives BetterAt Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial...

  • Customer Support Agent

    3 days ago

    Manila, National Capital Region, Philippines Patrianna Limited Full time

    Position SummaryPatrianna is a rapidly growing product development company headquartered in Gibraltar, working to revolutionize the social casino gaming industry. We prioritize innovation, quality, and customer satisfaction, driven by a team of talented professionals from around the globe. If you're eager to contribute to a dynamic team and grow your skills...

  • IT Service Desk Agent

    3 weeks ago

    Manila, National Capital Region, Philippines Nordic Global Full time

    Join to apply for the IT Service Desk Agent role at Nordic Global.Make a difference. Be happy. Grow your career.IT Service Desk Agent IThe IT Service Desk Agent provides level 1 support to organizations by answering calls, chats, and emails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team.Key...

  • Customer Sales Agent

    3 days ago

    Manila, National Capital Region, Philippines Shangri-La Group Full time ₱600,000 - ₱1,200,000 per year

    Edsa Shangri-La ManilaEdsa Shangri-La, Manila is the only five-star deluxe city-resort convention hotel in Ortigas Center, Mandaluyong City, Metro Manila's second largest business district. Adjacent to two major shopping complexes in the country - Shangri-La Plaza Mall and SM Megamall. It is seven-kilometres from the Makati Central Business District and 13...

  • Customer Sales Agent

    3 days ago

    Manila, National Capital Region, Philippines Shangri-La's Boracay Resort & Spa Full time ₱600,000 - ₱1,200,000 per year

    Edsa Shangri-La ManilaEdsa Shangri-La, Manila is the only five-star deluxe city-resort convention hotel in Ortigas Center, Mandaluyong City, Metro Manila's second largest business district.  Adjacent to two major shopping complexes in the country - Shangri-La Plaza Mall and SM Megamall.  It is seven-kilometres from the Makati Central Business District and...

  • Customer Support Agent – Retail

    3 days ago

    Manila, National Capital Region, Philippines Work Avenue and Business Solutions Incorporated Full time ₱150,000 - ₱300,000 per year

    Job Description: We are looking for a dedicated and customer-oriented Customer Support Agent to join our Retail Support Team in Manila. In this role, you will be responsible for delivering outstanding service to retail customers by handling inquiries, resolving issues, and ensuring a seamless customer experience. This is an excellent opportunity for...

  • metro manila wfh insurance agent

    3 days ago

    Manila, National Capital Region, Philippines Norilyn B. Detecio - Insurance Agent Full time ₱500,000 - ₱1,000,000 per year

    As a Financial Advisor, you will act as an ambassador of Pru Life UK to the clients by helping them understand their financial needs.Qualifications:At least a Bachelor's Degree graduate. Fresh graduates are strongly encouraged to apply.Preferably residing in Metro Manila and nearby ProvincesHas strong analytical and problem-solving skills as well as internal...