Customer experience specialistFiltaGlobal

Refer a friend or your former colleague to join our growing Filta family and get 10,000 pesos!
There's really no limit in referring, so refer as much as you can!
Work for a shopper-trusted and endorsed company that prioritises customer experience in developing the best software for product reviews
Be part of a team of proactive, helpful, and knowledgeable Shopify experts
Build your career in eCommerce customer support while working from home with the work equipment provided by the company
About the Company
They are working with a product-centric company that is focused on software design and build to support over a thousand Shopify merchants around the world. This company values customer experience - so much so that they are unparalleled when it comes to the level of customer support that they give both to their merchant clients and industry partners. Their product is the finest marketing platform tool capturing product reliable ratings and reviews, customer photos/videos, and Q&A.
About the Role
As a Customer Experience Specialist, you will be providing customers with five-star customer service through education and problem-solving. Customers will rely on you to answer questions, address their concerns, and help them with a particular product or service. You simply need to know your way around a computer and be comfortable supporting customers through chat and email.
Key Responsibilities and Accountabilities
Providing basic installations on Shopify Storefronts
Providing first-level support: assisting customers with general and software-related queries, instruct users on how to use new features and troubleshoot issues that have been reported.
Coordinating and resolving incidents/troubleshooting and when necessary, escalating them to the development/customer success teams
Contributing to the maintenance of the internal documentation and customer-facing knowledge base
Complete essential follow-up documentation after each interaction
Ensuring merchants have a quick response time by staying on top of your assigned tickets/chats.
Act as a business coach and think about the merchant's business holistically when offering solutions.
Actively asks for product review apps
Coordinate and oversee the installation of the company app for merchants.
About You
You must be someone who knows Shopify!
To blend with the team, you need to be responsible with a high sense of ownership when it comes to tasks. Training will be provided, and we appreciate someone who learns quickly and is not shy to ask questions. As the main provider of customer support, you should be empathic, warm, and engaging.
Position Prerequisites
Experience working with Shopify or related eCommerce platform
You will have at least two years of experience in a similar role with a strong customer support background - mainly chat and email
You should have clear and concise written and verbal communication skills, with the ability to engage technical and non-technical users. You should be confident at troubleshooting, debugging and problem-solving
Experience with customer support job - CS is a very specific kind of job and some people are not just born for it
Experience with existing Shopify apps/integrations is preferred but not required.
Benefits
HMO for yourself and one dependent within the first month
20 combined SL/VLs per year accrued from day one (you will have 10 accrued once you pass regularisation)
Additional 1 birthday leave after regularisation
30 minutes early out Fridays (after regularisation, upon completing all your tasks for the week, and if you are on time during the week)
Birthday cake on your birthday
Shift Time
Must be amenable to work on shifting schedule (Work from Home)
What's Next?
Click the Apply button, attach your CV, and complete the questionnaire!
As this is an urgent requirement, if you want to fast track your application, please email Alaina Reclamado at [Protected Info]
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FiltaGlobal

Manila City, Metro Manila
Permanent
Full-time