E-commerce Customer Support Specialist
Benguet
Experienced eCommerce Customer Support Professional with 3+ years of handling high-volume email and chat support through the Gorgias ticketing system. Skilled in order management, refunds, warranty claims, and technical troubleshooting while maintaining high customer satisfaction. Detail-oriented, reliable, and comfortable working in fast-paced remote environments.
Brandlink PH, full_time
Aug 2022 to Jan 2026
- Managed high-volume customer inquiries via email and chat using Gorgias. - Handled 80-120+ tickets per day across multiple channels while maintaining high CSAT scores. - Resolved customer concerns, including order issues, shipping updates, refunds, returns, replacements, warranty claims, and product inquiries. - Provided technical troubleshooting and product assembly guidance for mechanical and electrical issues, diagnosing errors and identifying root causes. - Coordinated with warehouse and logistics teams to resolve delivery issues and ensure timely fulfillment. - Assisted with invoice updates and documentation adjustments per customer requests. - Escalated complex issues to supervisors when needed to maintain resolution efficiency. Supported team operations by managing shift schedules, announcements, and meetings. - Monitoring QA and CSAT metrics of team members and training new hires.