Experienced Online Customer Service Representative

Location: Philippines
Hours: Part-time (20–25 hours/week)
Schedule: Early morning US time with 2–3 hours overlap with our US-based office
Platform: Zoho Desk
Industry: DTC E-commerce / Jewelry

We’re hiring a part-time Customer Service Expert.

This role is core to our daily operations. You’ll be responsible for managing customer inquiries, keeping orders clean and accurate, and flagging or fixing issues before our daily retail orders are processed.

You’ll be trained directly by our current CS lead and will work inside Zoho Desk with an established macro system (you must be comfortable learning and following documented processes).

Key Responsibilities
• Manage customer support tickets via Zoho Desk (email and chat based support)
• Use and maintain existing macros accurately and consistently
• Handle common issues
• Order changes and updates
• Address corrections
• Replacements and reshipments
• Shipping questions and delivery issues
• Returns and exchanges
• Flag urgent or unusual issues to the office during overlap hours
• Ensure all necessary order updates are clearly noted before daily order processing
• Maintain a professional, calm, and brand-aligned tone in all customer communications

Required Experience
• 2+ years of customer service experience, preferably in:
• E-commerce
• DTC brands
• Retail or order-based businesses
• Strong written English (clear, professional, friendly)

Required Experience working with:
• Ticketing systems (Gorgias, Zen Desk, Zoho Desk)
• Macros or templated responses
• Detail-oriented — you do not miss order numbers, names, or instructions
• Comfortable following SOPs and asking questions when something is unclear

Nice to Have (Not Required)
• Experience with Shopify or similar e-commerce platforms
• Experience supporting US-based customers
• Previous work with fashion, jewelry, or lifestyle brands

Schedule & Availability
• Must be able to work early morning Eastern US time
• Must have at least 2 hours per day of overlap with a US-based team
• Consistent availability required (this is not a “flex whenever” role)

What We’re Looking For (Read Carefully)
• You take customer service seriously
• You are reliable, organized, and proactive
• You can handle repetitive tasks accurately without cutting corners
• You communicate clearly and professionally with both customers and internal tea ---------- mbers

Compensation
• Competitive part-time rate based on experience
• Long-term opportunity for the right person

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How to Apply

IMPORTANT:
To be considered, put “Green Apple” in the subject line of your application.

Include:
1. A short introduction
2. Your customer service experience (brief but specific)
3. Any experience with ticketing systems or e-commerce brands
4. Your typical availability (in PH time)

Applications that do not follow instructions will not be reviewed. We look forward to reviewing your application!