Customer Service Representative

1 day ago

Makati City, National Capital Region, Philippines Booth and Partners Pte Ltd Full time $40,000 - $60,000 per year
About Us:

Hackees Lacrosse is a fast-growing U.S. sporting goods brand built for lacrosse players. We're passionate about designing gear that helps athletes put the fun back into sports—and delivering the kind of customer experience that earns lifelong loyalty. About the Role We're looking for a Customer Service Representative who is a fast learner, has great people skills, is good at solving problems, and making things right for the customer when they don't go as expected. You'll be the front line of communication with our customers, making sure their experience with Hackees Lacrosse is smooth, positive, and aligned with our company's mission. You'll handle everything from correcting shipping issues to product questions, as well as processing warranty claims and returns—all of which will be done with empathy, clear communication, and very fast email response times.

Key Responsibilities:
  • Respond to all incoming customer support emails in a timely, helpful, and friendly manner
  • Process refunds, replacements, and warranty claims via our Shopify platform
  • Reach out to customers who leave less than a 4-star review to try to make them happy, and then issue an opportunity to amend their review Resolve order issues, such as incorrect items, missing packages, or shipping delays
  • Communicate with customers regarding delivery timelines, tracking numbers, and carrier-related issues
  • Liaise with UPS, FedEx, and other carriers to track or resolve shipment problems
  • Provide clear, knowledgeable answers to customer questions about our products, orders, and policies
  • Identify and pass along inquiries about bulk/team orders to our founders
  • Serve as the primary point of contact with our warehouse staff for order-related troubleshooting and coordination
  • Maintain a calm and professional tone with all customers—even when things get hectic
  • Help improve internal processes based on customer feedback and recurring issues
  • Provide weekly reporting to the Hackees team about customer service tickets


Requirements
  • 2+ years in a customer support or customer success role
  • Empathy and patience when dealing with upset or confused customers
  • Strong English speaking and written communication skills—clear, friendly, and confident
  • Experience using Shopify, Gmail, and ideally shipping carrier platforms (UPS/FedEx)
  • Highly organized and detail-oriented
  • Comfortable working independently and managing your own inbox/workload
  • Bonus: Experience in e-commerce, sporting goods, or a startup environment
  • Bonus: Passion for sports


Benefits
  • Great Place to Work-Certified Company
  • Premium HMO
  • Holistic employee experience
  • Work-from-home and hybrid work setup
  • Rewards and incentives
  • Monthly engagement activities
  • Career advancement opportunities
  • Paid referral program


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