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