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Customer Service Specialist

3 weeks, 4 days ago
Philippines, South Africa
Full-time
Junior
Customer Support
Customer and Technical Support
E-commerce Shopify
Apply Now
Remote Raven

Remote Raven

Remote Raven connects clients with highly qualified virtual assistants to quickly fill positions, enabling businesses to focus on core activities with no start-up fees.

Professional Services
11-50
View All Jobs 127

Description

  • Respond to customer inquiries across email and chat through Gorgias in a timely, professional, and friendly tone.
  • Use internal SOPs and AI tools to craft accurate, on-brand customer responses and determine the correct resolution.
  • Keep customer records and ticket notes accurate and up to date after every interaction.
  • Handle order modifications in Shopify, including address changes, edits, cancellations, refunds, and reshipments.
  • Ensure every order change is applied cleanly and reflected accurately in the ticket and the customer’s account.
  • Troubleshoot common customer issues such as shipping delays, damaged product, and subscription questions.
  • Resolve issues within your authority and escalate cleanly when another team member needs to step in.
  • Flag recurring problems and trends so the team can address root causes.
  • Contribute observations that improve SOPs, product notes, and shipping or subscription workflows over time.

Requirements

  • Fluent written and spoken English with strong, professional communication.
  • Prior customer service experience, ideally in e-commerce or DTC.
  • Hands-on experience with Gorgias or a comparable help desk platform such as Zendesk, Freshdesk, or Re:amaze.
  • Experience making order edits and modifications in Shopify, including address changes, refunds, cancellations, and order editing.
  • Comfort working independently with documented processes and AI tools to reach the right answer.
  • Sound judgment about when to resolve issues directly versus when to escalate.
  • Reliable internet connection and a quiet, professional remote work setup.
  • Experience with subscription platforms such as Recharge is a strong plus.
  • Familiarity with specialty food, beverage, or premium consumer goods is preferred.
  • Genuine interest in food and willingness to learn a specialty product line are preferred.

Benefits

  • Up to $6 compensation.
  • 100% remote work.
  • Full-time role.
  • Initial interviews scheduled within a flexible MST window of 3:00 AM to 1:00 PM MST.

Interested in this position?

Apply directly on the company website

Apply Now

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