Offer summary

Qualifications:

Strong communication skills, particularly in email correspondence., Experience in customer service, preferably in e-commerce., Ability to manage a high volume of inquiries effectively., Familiarity with customer service platforms, such as Gorgias, is a plus..

Key responsabilities:

Respond to customer inquiries promptly and professionally via email.

Assist customers throughout their journey, from pre-purchase to post-purchase support.

Resolve customer concerns and issues to ensure satisfaction and retention.

Collaborate with team members and third-party shipping companies for smooth service delivery.

Job description

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our Client is a men's apparel brand dedicated to creating high-quality clothing and accessories that embody the spirit of Texas. Their mission is to celebrate Texas values through style, comfort, and durability. Seventy percent of their revenue comes from e-commerce sales from their website that is hosted on Shopify. As they grow, they need help making sure their customers are happy with their products and service.

About the Role

As an E-Commerce Customer Support Specialist, you will play a crucial role in providing exceptional support to customers through primarily email communication using our customer service platform, Gorgias. You will be responsible for handling inquiries across various stages of the customer journey, ensuring that each customer receives the best possible service. Your ability to manage a high volume of tickets while maintaining excellent communication and problem-solving skills will be essential. You will work remotely, collaborating with a team based in Austin, TX and will have the opportunity to grow within a supportive, flexible work environment.

What you’ll do

Email Handling: Respond to customer inquiries promptly and professionally via email, providing exceptional service.
Customer Support: Assist customers at any stage of the customer journey, from pre-purchase inquiries to post-purchase support, ensuring a seamless and positive experience.
Problem Resolution: Address customer concerns and resolve issues effectively, ensuring customer satisfaction and retention.
Product Knowledge: Maintain an up-to-date understanding of the company’s products and services to provide accurate information and recommendations.
Collaboration with Team and Third Party Shipping Company: Work closely with other team members and the third party shipping our products, to ensure smooth communication and consistent service delivery.
Flexibility: Adapt to changing workloads, new customer needs, and different tasks across the customer service spectrum as needed.