CUSTOMER SERVICE & OPERATIONS COORDINATOR

JOB POST #4: CUSTOMER SERVICE & OPERATIONS COORDINATOR
Location: Philippines (Remote)
Employment Type: Full-time
Salary Range: ?25,000 - ?35,000/month
Role Overview
We need a customer-obsessed professional to manage all customer interactions, order fulfillment coordination, and ensure exceptional customer experience that drives repeat purchases and positive reviews.
Key Responsibilities
Customer Support:
• Respond to customer inquiries via email, chat, and social media within 4 hours
• Handle pre-sale questions, order tracking, returns, and complaints
• Resolve issues with empathy and efficiency to maintain 4.5+ star ratings
• Upsell and cross-sell when appropriate
• Collect and organize customer testimonials and reviews
Order Management:
• Process daily orders in Shopify and coordinate with suppliers (CJ Dropshipping)
• Track shipments and proactively update customers
• Handle order modifications, cancellations, and refunds
• Manage returns and exchanges process
• Flag inventory issues to Operations Manager
Quality Assurance:
• Monitor product quality issues and supplier performance
• Identify patterns in customer complaints for product improvements
• Update FAQ pages and help center documentation
• Create email templates and response workflows
Required Qualifications
• 2+ years customer service experience (e-commerce preferred)
• Excellent English communication (written and verbal)
• Experience with Shopify admin panel
• Strong problem-solving and conflict resolution skills
• Ability to multitask and manage high ticket volumes
• Patient, empathetic, and customer-focused mindset
Preferred Skills
• Experience with Zendesk, Gorgias, or similar helpdesk software
• Knowledge of dropshipping fulfillment processes
• Basic understanding of Shopify order management
• Familiarity with CJ Dropshipping or AliExpress platforms
Performance Metrics:
• Maintain 4.5+ average customer rating
• First response time under 4 hours
• Resolution rate above 90%
• Collect 20+ customer testimonials monthly