Customer Service - Ecommerce Health

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: TYPE OF WORK

Full Time

: SALARY

$4/hour

: HOURS PER WEEK

40

: DATE UPDATED

May 21, 2026

JOB OVERVIEW

Overview:
The Virtual Assistant – Customer Experience Representative is responsible for delivering high-quality, responsive support to our customers across phone, email, and digital channels during 11PM PHT – 8AM PHT. Based overseas, this role serves as a key frontline contact for handling common customer inquiries including order status, cancellations, returns, and retention-focused interactions, primarily through Gorgias and inbound calls. The position also has the potential to expand into social media engagement, responding to comments, posts, and messages to support brand reputation and customer satisfaction. This role requires strong communication skills, attention to detail, and the ability to maintain a positive, solutions-oriented experience for every customer interaction.

Key Responsibilities:
• Handle inbound customer calls during evening/overnight EST hours, delivering professional and empathetic support.
• Manage customer inquiries via Gorgias (email, chat, and tickets), including order status (“Where is my order?”), cancellations, returns, and product questions.
• Resolve issues efficiently while identifying opportunities to retain customers and improve overall satisfaction.
• Accurately document all customer interactions, updates, and resolutions within internal systems.
• Monitor and respond to social media comments, posts, and private messages as needed, supporting brand reputation and engagement.
• Handle calls resulting in the retention of subscriptions

Qualifications:
• 1–3 years of customer service experience (preferably in e-commerce or call center environments)
• Strong English communication: Near-native fluency, clear speaking ability, and professional written communication.
• Reliable setup: Dedicated computer, fast/stable internet, and quiet work environment (headset preferred).
• Customer support systems: Experience with Gorgias or similar platforms (Zendesk, Freshdesk, etc.).
• Phone support skills: Comfortable handling inbound calls with strong listening, problem-solving, and de-escalation abilities.
• E-commerce familiarity: Understanding of order inquiries, cancellations, returns, and basic shipping workflows.
• Social media experience: Ability to respond to comments, posts, and DMs in a brand-appropriate tone.
• Detail-oriented & organized: Accurate documentation, multitasking, and adherence to SOPs.
• Retention mindset: Able to resolve issues while improving customer satisfaction and reducing churn.
• Tool proficiency: Comfortable with common business tools (Google Workspace, Shopify or similar).

Success Metrics:
• Customer Satisfaction (CSAT): Maintain a high CSAT score (e.g., 90%+), reflecting positive customer experiences across calls, email, and social interactions.
• Response & Resolution Time: Meet or exceed targets for first response time and ticket resolution speed in Gorgias while maintaining quality.
• Tickets Closed: Meet or exceed targets for the number of tickets closed while maintaining accuracy, proper documentation, and adherence to SOPs.

SKILL REQUIREMENT

Phone Support English Speaking Gorgias

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Job Post	Reporter	Rank	Reason	Date

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Customer Service - Ecommerce Health

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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