Shopify Customer Support Specialist | Orders, Refunds & Shipping
Metro Manila, Pasay, Philippines
Shopify Customer Support Specialist with hands-on experience providing e-commerce email support for toy, pet, and beauty brands serving customers across the United States, Canada, and Europe. I manage Shopify orders from initial inquiry through final resolution, including payment and fulfillment checks, order modifications, cancellations, shipment tracking, refunds, replacements, reshipments, disputes, and chargeback documentation. I also investigate delayed, failed, missing, and returned-to-sender deliveries while keeping customers informed with clear, empathetic, and policy-aligned communication. My experience includes coordinating with warehouses, fulfillment teams, 3PL providers, suppliers, manufacturers, and payment teams to resolve order, shipping, and product concerns efficiently. I also support supplier and 3PL sourcing, procurement research, mechanical product troubleshooting, customer de-escalation, and accurate case documentation. I maintain an average first-response time of under two hours and a 95%+ resolution rate. I also bring more than 12 years of customer-facing retail, operations, and team-training experience.
ClientAcquisition.io, contract
Oct 2025 to Dec 2025
*AI Agent Development: Built, tested, and deployed AI agents for outbound calls. *Knowledge Base Management: Developed and maintained structured AI knowledge bases. *GHL Integration: Integrated Assistable.ai into GoHighLevel for AI-agent development. *Workflow Configuration: Customized and connected forms and calendars to automated workflows to support and optimize AI processes. *Troubleshooting & Deployment: Diagnosed and resolved workflow connection issues during AI deployment.
MNS Corp., freelance
Jan 2025 to Aug 2026
*Customer Support: Provide professional email support for customer inquiries, product questions, complaints, and post-purchase concerns while maintaining an empathetic, clear, and policy-aligned tone. *Order Management: Find and review Shopify orders, verify payment and fulfillment status, and modify eligible orders, including changes to customer details, shipping addresses, products, and quantities, as well as cancellations before fulfillment. *Shipping & Delivery: Investigate delayed, failed, missing, and returned-to-sender deliveries, coordinate replacements and reshipments, and keep customers informed throughout the resolution process. *Refunds, Disputes & Chargebacks: Review refund eligibility, process approved refunds, and compile order, payment, tracking, and customer records as supporting evidence for disputes and chargebacks. *Fulfillment Coordination: Work with fulfillment teams, warehouses, suppliers, agents, manufacturers, and 3PL providers to resolve order, shipment, and product-related concerns. *Procurement Support: Research, source, and evaluate potential suppliers and 3PL service providers based on product, fulfillment, shipping, and operational requirements. *Product Troubleshooting: Gather customer information, consult agents or manufacturers, and communicate clear resolution steps for mechanical product concerns. *Case Documentation: Maintain accurate customer, order, shipment, refund, replacement, and dispute records and follow unresolved cases through completion. *Performance: Maintain an average first-response time under two hours and a 95%+ customer-inquiry resolution rate.