Customer Service and Ecommerce Operations Specialist || Work From Home || Up to

Category: Other

Location: Pasig Central Post Office National Capital Region Philippines

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About the Team You’ll Join

The client is a UK footwear brandfounded over ten years ago, designing premium women's shoes with a specialistfit focus and selling directly to customers in the UK and internationally. Theteam is small and founder-led, and its customers expect a considered andpersonal level of service that the brand takes real pride in.

Job Overview:

Employment type: Full-time

Shift: UK working hours

Work setup: WORK FROM HOME

What we offer:

·Competitivecompensation package aligned with your skills and experience

·Nightdifferentials pay to help maximize your earnings

·ComprehensiveHMO coverage, including a free dependent on Day 1

·Employeereferral program with rewarding incentives

·20 days ofannual leave, giving you flexibility to manage your time

·Engagingteam activities and events to keep work enjoyable

·Buildstrong, high-impact connections with key stakeholders across the business

·Take part inclient engagement initiatives to elevate your professional experience.

Role Overview:

We are looking for a CustomerExperience & Ecommerce Specialist to provide high-quality customer supportfor a premium UK footwear brand while supporting key ecommerce operations. Therole will manage customer enquiries, complaints, product fit and sizing advice,returns, and reviews, while also assisting with Shopify product updates,content management, and seasonal catalogue launches.

The role also has a strong AI andcontinuous improvement component, including reviewing AI-generated customerresponses, improving help center content and macros, and identifyingopportunities to increase automation without compromising the customerexperience. In addition, the successful candidate will provide limitedadministrative support to the founder and work across systems including Gorgias,Shopify, SWAP, Mintsoft, and Canva.

What We’re Looking For:

We are looking for a trustworthy, smart andenthusiastic person with a very strong command of English and a personalitythat thrives on interacting with customers as well as problem solving.

A suitable candidate must be able todemonstrate a willingness to proactively solve problems and to respondpositively to customer enquiries. A good understanding of Shopify would behelpful but is not essential. Training will be provided.

A key area of accountability ofthis role is customer support, from first contact through to resolution.Adjacent ecommerce and administrative tasks are included and will be trained.This is a customer service role first, supported by ecommerce operations, andgeneral assistant.

Key Requirements

• Excellent written English, with warmth, clarity and accuracy
  
• A proactive problem solver who takes ownership rather than waiting to be asked
  
• Confident and comfortable interacting with customers
  
• Previous customer service experience with a direct-to-consumer ecommerce or retail brand, ideally serving UK or US customers
  
• Experience with a helpdesk platform such as Gorgias, Zendesk, Re:amaze or similar
  
• Working knowledge of Shopify is helpful but not essential, as training will be provided
  
• Exposure to Canva or similar tools not essential but nice to have.
  
• Comfortable working with AI assisted tools as part of daily work
  
• Able to work independently with limited supervision, and to raise issues early rather than allow them to build
  
• An affinity for the customer base is valued. Our customers are predominantly women over 50 who expect a considered, personal and unhurried level of service.
  

What You’ll Be Working On:

Customerservice

• Act as the customer service agent covering the UK and, where agreed, US customer service requirements
  
• Answer tickets created in the Gorgias portal in a timely manner
  
• Answer tickets raised through the chat function on the UK and US websites
  
• Respond to customer enquiries and complaints, escalating where appropriate
  
• Become familiar with Gorgias and work to improve its efficiency and effectiveness
  
• Handle fit, sizing and product suitability enquiries, building genuine product knowledge of the range so that advice is helpful and specific rather than generic
  
• Maintain a consistent brand tone of voice in all written contact, in line with the brand guidelines provided
  
• Monitor and respond to customer reviews across the review platforms in use, escalating any that need the founder to see them
  

Returnshandling

• Returns are managed through a portal run by SWAP. Most returns are processed and approved automatically, but light touch management is required for the following
  
• Checking items missing in transit
  
• Customers requiring changes to a return submission
  
• Cross checking with the fulfillment center system for items returned damaged
  
• Liaising with the SWAP partner and the fulfillment partner to resolve issues
  
• This requires agent access to the returns portal and the fulfillment center system. Training will be provided.
  
• Flag recurring return reasons and fit or sizing patterns in a short monthly summary, so that repeat causes can be addressed at product level
  

Shopify andecommerce support

• Assist with new product uploads
  
• Assist with content management
  
• SEO optimization, working with AI assistance
  
• Own the accuracy of product data on the site, including sizing information, descriptions, images and stock status, working to a defined upload checklist
  
• Support seasonal catalogue drops, including preparing and uploading new season product in line with the trading calendar
  

AI andcontinuous improvement

• A meaningfulshare of customer contact is already resolved by Gorgias AI. This part of therole is about improving that.
  

• Review AI resolved conversations for quality and tone, and correct where the response did not meet the brand standard
  
• Improve and extend macros, help center content and AI instructions so that routine questions are answered accurately first time
  
• Track and report the proportion of contacts resolved without human involvement, with the aim of increasing it over time while protecting customer experience
  
• Identify contacts that should never be handled by AI, particularly complaints and sensitive customer situations, and make sure these reach a person quickly
  

Executiveand administrative support

• The roleincludes a small element of administrative support to the founder. This isdeliberately bounded at approximately four to six hours per week and coverstasks such as document preparation, research, data gathering, diary and travelcoordination and general administrative assistance. It is scoped this way sothat customer service remains the clear primary accountability and the rolestays coherent to recruit for and to manage. If broader executive assistantsupport is needed over time, this is better addressed as a separateconversation once this role is established.
  

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