Customer Experience Agent

Job Title: Customer Experience Agent

Company: GoTeam

Setup: WFH

Schedule: Night Shift (9 PM- 6 AM)

Summary: We are looking for a proactive and detail-oriented Customer Experience Agent who thrives in a fast-paced, remote environment. In this role, you’ll provide exceptional support throughout the customer journey—from pre-purchase inquiries to post-delivery resolutions—ensuring a positive and memorable experience every step of the way.

About the Job

Key Duties:

• Communicate closely with the warehouse team to ensure timely order processing
• Respond to customer emails and live chats about product inquiries, order processes, and shipping
• Enhance customer satisfaction by maintaining an in-depth knowledge of products and adopting a solution-oriented mindset
• Assist trade members and repeat customers with pre-purchase services, including providing quotes and managing membership updates
• Handle inquiries related to special orders, including custom and time-sensitive requests
• Utilize Zendesk for order management inquiries and maintain brand tone in responses
• Collaborate across departments to provide accurate, up-to-date information
• Compile relevant data for analytics on order reporting, quality replacements, and returns
• Offer feedback to improve processes based on data analysis
• Manage customer returns, refunds, and replacements
• Work closely with the Marketing & Trade team for successful VIP and Marketing deliveries

Skills and Experience

Essential Skills:

• Strong resolution-oriented communication and conflict-resolution skills
• Knowledge of the shipping lifecycle and customer service experience
• Experience troubleshooting and problem-solving in customer interactions
• Familiarity with ZenDesk and Shopify (required); NetSuite (preferred)

Qualifications:

• 3+ years of online operations/customer experience in a fast-growth environment
• Experience in domestic US logistics or the retail product industry
• Proven organizational and administrative skills
• Ability to collaborate with internal departments to drive improvements

Your Benefits:

• We don’t just give you a laptop, we give you an extra monitor—because two screens are better than one.
• You’ll get HMO coverage from day one—not just for you, but also for a dependent (yup, private room benefits included).
• Ever needed legal or financial advice? Well, now you and your family can access it—on us.
• Salary finance platform for personal loans, because we’re here to help you, even with the tough stuff.
• P1,000,000 life insurance coverage—because we’ve got your back.
• Leave credits above industry standards, including additional client-specific leave entitlements.
• The little things? We’ve got you covered: welcome gift, monthly lunch with CEO updates, talent nights, gratitude celebrations, and more.
• And yes, how does a trip for two to Bali sound? Referral bonuses can take you there.

Your Family’s Benefits

• Mental health support for your family, 24/7, because we care about them too.
• Preventive care like health education, diet counseling, and wellness sessions—available for four family members.
• Free telemedicine for your family, because we know life doesn’t wait for appointments.
• Personal invites to family events, with prizes up for grabs—because life is about more than just work.

About Us

Company Name: GoTeam

Achievements:

• Consistently raising the bar in employee engagement with an 85% score—outperforming global and US averages significantly.
• Certified as a Great Place to Work for four years running—demonstrating our commitment to excellence.
• Over 1,000 employees strong, with ambitious plans for growth.

Culture:

• Innovation isn’t just part of the job—it’s the job. We celebrate diversity and create an environment for personal and professional growth.

Mission:

• Our mission is bold and simple: provide 100,000 people with free AI certification through the Vjal Institute, fueling the future of innovation.