Description
Position at FiltaGlobal Philippines Inc.
Location: Work From Home - Greater Metro Manila
Schedule: Monday to Friday, 7:00 AM – 4:00 PM PHT
About the Company
Our client is a thriving Australian e-commerce boutique dedicated to sustainable "slow fashion," fiber clothing, and ethical home goods. They value quality, design-led living, and eco-conscious practices, building a loyal community that shops with purpose.
They’re now looking for a dedicated, proactive Customer Service Assistant to join their team.
Why You’ll Love Working With Us
- HMO healthcare for you and your 1 dependent (with COVID insurance).
- 20 combined SL/VLs per year accrued from day one (you will have 10 accrued once you pass regularization).
- 13th Month Bonus + Government Mandated Benefits.
- You will be required to use your own computer for the role.
- Internet allowance.
- Regular social activities.
What You’ll Be Doing
Reporting directly to the Melbourne-based Customer Service Manager and E-commerce Manager, you will be an integral part of our Customer Experience team. You will ensure high-quality support across our digital storefront, streamline ticket management, and elevate the overall buyer journey.
Your responsibilities will include:
- Omni-channel Support: Manage and resolve general product, company, and B2B wholesale inquiries via email and help desk channels.
- Ticketing Systems Optimization: Serve as the first responder in Gorgias, building out filters, updating macros, and optimizing automated/out-of-office workflows.
- Order & Returns Management: Troubleshoot customer inquiries, coordinate website returns, and process refund requests efficiently.
- Website & FAQ Continuous Improvement: Monitor customer feedback to identify content gaps on the Shopify platform; continuously update the Help Center and FAQs to improve self-service options.
- Reputation Management: Respond to customer feedback on Yotpo, manage 4 and 5-star website reviews, and monitor social media comments as needed.
- Data & Insights Reporting: Track and generate weekly, monthly, and quarterly reports detailing customer service statistics, interaction KPIs, and special project milestones.
What You’ll Bring
- Proven Experience: A minimum of 3 years of verified experience as a Virtual Assistant providing dedicated customer service directly to international clients (in-house or direct-to-client experience preferred).
- E-commerce Proficiency: Strong, practical experience utilizing Shopify and customer service ticketing platforms like Gorgias (or Zendesk/Freshdesk equivalents).
- Communication Excellence: Superb written and verbal English skills with a warm, empathetic tone suitable for customer interaction.
- Core Attributes: A naturally bubbly, enthusiastic personality, a strong team-player mindset, exceptional multi-tasking abilities, and meticulous attention to detail.
- Independent Problem Solving: A proactive approach to troubleshooting customer issues with minimal supervision.
Bonus Points For:
- Prior customer support experience specifically with an Australian retailer managing both physical and brick-and-mortar storefronts.
- Direct experience managing customer review platforms such as Yotpo.
Ready to Apply?
We’re excited to meet you. Click Apply, upload your CV, and complete our brief questionnaire.
Want to fast-track your application? Connect with Ninna on LinkedIn. Important: This role is open to PH citizens only. Applications must be submitted in English.
#filtacareers
Remote / Work from Home
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