E-commerce Customer Support | Admin Assistant
Davao del Sur
I'm a customer support specialist with hands-on experience handling high-volume tickets for an e-commerce sunglasses brand across Gorgias, TikTok Shop, and social media channels (Instagram and Facebook), along with extensive experience working with Shopify. My day-to-day work includes: - Drafting and resolving customer tickets covering shipping delays, cancellations, refund policies, order status, and product issues - Managing pre-order and replacement workflows, including tracking discontinued items and coordinating substitute options with customers - Handling TikTok Shop specific support cases and shipping constraints - Responding to social media comments with a brand-consistent, friendly tone - Creating weekly support reports covering ticket trends, sentiment, and workload for management - Escalating chargebacks, legal concerns, and repeat refund requests appropriately - Building and maintaining tracking spreadsheets for support metrics and internal processes I'm reliable, detail-oriented, and comfortable working independently with minimal supervision. I understand the pace and expectations of dropshipping and e-commerce brands, including tight response times and maintaining a professional, human tone even during high ticket volume. Skills: Shopify | Gorgias | TikTok Shop Seller Center | Customer Support | E-commerce | Order Management | Social Media Moderation | Google Sheets | Report Writing | Ticket Resolution | Remote Work | English Communication
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