Customer Support Specialist - E-Commerce, Shopify, Gorgias, Re:Amaze
Zambales, Botolan, Philippines
I’m a Licensed Psychometrician and experienced Customer Support Specialist & E-Commerce Virtual Assistant with over 2 years of experience in customer service, administrative support, and client communication. I have experience supporting both US and European e-commerce business, where I manage customer inquiries, order-related concerns, refunds, replacements, complaints, supplier coordination, and day-to-day operational tasks. I have hands-on experience with Shopify, Gorgias, Re:Amaze, Shopware 6, PayPal, Gmail, Google Workspace, Google Sheets, SmartSuite, Slack, and AI tools such as ChatGPT and Claude. I’m also experienced in supporting non-English-speaking customers, particularly German customers, using AI and translation tools while ensuring every response remains accurate, natural, and appropriate to the situation. I’m organized, detail-oriented, and comfortable working independently. I take ownership of tasks from initial inquiry through resolution, follow SOPs carefully, maintain accurate records, and know when a case requires escalation. I’m particularly interested in long-term e-commerce customer support, virtual assistance, and operations roles where I can contribute to both customer satisfaction and efficient day-to-day processes.
Visbek, Germany, freelance
Mar 2024 to Jul 2026
Managed day-to-day customer support for an e-commerce business, handling inquiries related to orders, shipping, returns, refunds, replacements, complaints, product questions, and custom requests. Coordinated directly with suppliers, workshops, and internal teams to resolve delayed, damaged, incorrect, or missing orders and followed cases through until completion. Handled Shopify/Shopware-related order management, including checking payment and fulfillment status, creating draft orders, updating customer and shipping information, preparing quotations, processing shipping labels, and maintaining accurate case records. Followed SOPs and internal knowledge bases while escalating technical or exceptional cases when necessary. Supported German-speaking customers and suppliers using AI and translation tools while carefully reviewing tone, context, and accuracy before sending responses. Key achievements include improving response consistency, maintaining organized follow-up on open cases, reducing the risk of unresolved customer concerns, and becoming trusted with increasingly complex customer service, supplier coordination, complaint, and custom-order cases.