Customer Support Specialist - Inbound

Davao Region
Contract
Full-time

3 days ago
Apply easily

ABOUT AJ MEDIAAt AJ Media, our brands live and die by the customer experience. We need someone who can handle high volumes of inbound support while making every single customer feel like they're our only customer. If you're a problem-solver who takes pride in turning frustrated shoppers into brand evangelists, we want you.THE OPPORTUNITYYou'll be the first line of defense and the last line of trust for our customers. From order inquiries to returns and escalations, you'll handle it all — with speed, empathy, and an obsession for getting it right.WHAT YOU'LL DO

Respond to inbound customer inquiries across email, live chat, and social DMs with speed and accuracy
Resolve order issues, shipping delays, returns, exchanges, and billing questions within SLA targets
Proactively turn service interactions into retention moments — reduce churn through stellar support
Escalate complex issues appropriately while owning the customer's outcome end-to-end
Maintain a CSAT (Customer Satisfaction Score) of 90%+ consistently
Identify patterns in customer issues and flag recurring problems to the operations team
Keep helpdesk (Gorgias or similar) organized with proper tagging, notes, and follow-up
Contribute to and maintain FAQ, help articles, and support macros

RequirementsWHO YOU ARE

1–3 years of customer support experience, ideally in an ecommerce or DTC environment
You write with clarity, warmth, and professionalism — even on your toughest days
You handle high-volume queues without losing attention to detail or empathy
You're a natural problem-solver who doesn't wait to be told what to do
You're comfortable with helpdesk tools (Gorgias, Zendesk, or similar), Shopify, and basic CRM
You understand ecommerce logistics: shipping carriers, fulfillment workflows, refund processes

BONUS POINTS IF YOU HAVE

Experience with Gorgias or ReAmaze specifically
Shopify admin knowledge
Knows how to navigate Aircall

BenefitsWHY JOIN US

Join a team that genuinely values CS as a growth lever, not a cost center
Performance bonuses tied to CSAT and resolution metrics
Career growth into CS Team Lead or CX Operations roles
Fully remote position with a collaborative, high-ownership culture
Competitive Salary + benefits (paid leaves, HMO, allowances)
Work with exciting consumer brands in a high-growth environment

Sound like you? Apply now

AJ Media