Customer Service Representative

2 days ago

Paranaque City, Calabarzon, Philippines BruntWork Full time

This is a remote position.

Job Highlights: 
  • Contract type: Independent Contractor
  • Schedule: 40h per week - Mon–Fri 9am–6pm EST/PST
Scopes:
  • Primary focus on US market customers with some international support
  • Performance-based role with month-to-month contract structure
  • Multi-channel support including email, social media, contact forms, and occasional phone calls
  • Cross-functional role covering pre-sales, logistics, and technical support verticals
  • Work within Gorgias customer service platform and Shopify e-commerce system
  • Collaboration with internal technical and logistics teams for complex issues
Client Timezone: EST

Join an innovative company that creates unique animated clock products sold globally, with a primary focus on the US market. This is an exciting opportunity to work in a dynamic e-commerce environment where you'll be the first point of contact for customers experiencing everything from pre-purchase questions to technical troubleshooting. You'll play a crucial role in supporting a growing business that combines cutting-edge technology with customer-centric service. This position offers the chance to develop diverse skills across multiple customer service verticals while working with modern platforms and tools.

Responsibilities:
  • Handle pre-purchase customer inquiries about product features, capabilities, and specifications
  • Manage operational and logistics support including order tracking, shipping inquiries, and return processing
  • Provide technical support for hardware issues such as device connectivity, remote control problems, and basic troubleshooting
  • Communicate with customers primarily through email and the Gorgias platform
  • Make occasional outbound phone calls to customers (approximately 2 times per week) for complex issues or when specifically requested
  • Process refunds and locate orders within the Shopify system
  • Escalate complex technical issues to the engineering department when necessary
  • Maintain customer satisfaction across multiple communication channels including email, social media, and contact forms
Requirements
  • Previous experience in e-commerce customer service
  • Technical aptitude and ability to learn basic hardware troubleshooting processes
  • Experience with logistics and operational customer service issues
  • Strong communication skills for both written and verbal customer interactions
  • Ability to handle phone conversations with customers when needed
  • Familiarity with e-commerce platforms (Shopify experience helpful but not required)
  • Experience working with customer service software platforms
  • Ability to work US business hours for primary market coverage
Benefits Independent Contractor Perks:
  • Performance-based role with month-to-month contract structure
  • HMO Coverage for eligible location
  • Permanent Work from Home
  • Immediate Hiring
  • Steady Freelance job
Please note that since this is a permanent work-from-home position and an "Independent Contractor" arrangement, the candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.

ZR_28789_JOB

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