E-Commerce Customer Support Virtual Assistant
Philippines
Dedicated and experienced E-Commerce Customer Service Representative with strong expertise in handling complex inquiries across inbound/outbound calls, email, and live chat. Skilled in order investigation, processing refunds, replacements, and exchanges, as well as coordinating with fulfillment teams and escalating cases to higher management. Adept in using Shopify, Gorgias CRM, Amazon and Shopify channels, Slack, and various spreadsheets. Committed to delivering excellent customer experience and solving problems efficiently.
Hairbrella, contract
Aug 2025 to Jan 2026
- Handles general and complex customer concerns related to orders. - Processes refunds, replacements, and exchanges as needed. - Communicates with fulfillment teams for order coordination. - Escalates tickets to higher management when required. - Provides support via inbound calls, outbound calls, email, and live chat. - Utilizes Shopify, Gorgias, and communication tools like Slack.
Foundever, full_time
Aug 2022 to Sep 2025
- Handled customer concerns via call, chat, and email for UK energy campaign. - Resolved billing disputes and updated gas/electricity meter readings. - Set up payment plans, processed refunds, and coordinated repair dispatch.
Intercontinental Hotels Group, full_time
Nov 2021 to Jul 2022
- Processed hotel room reservations across UK, Middle East, Australia, and South Pacific. - Provided customer service for booking inquiries and account support
TaskUs, full_time
Jun 2019 to Oct 2021
- Supported international food delivery (DoorDash) via chat, email, and inbound calls. - Managed delivery ETA inquiries, order processing, refunds, and general account issues.
Convergys, full_time
Sep 2017 to May 2019
- Handled escalated calls for an E-commerce B2B campaign. - Performed data entry, refund processing, and mediation between buyers and sellers.