Customer Service Representative (Ecommerce - Shopify) - WFH / Dayshift

Twoconnect Open · verified Sep 10, 2026

Remote Philippines Full-time Mid-level Ecommerce Marketing

Mid-level Ecommerce Marketing role at Twoconnect. Remote, Philippines · full-time.

Role brief

Growth Roles summary, based on the employer's posting.

What you'll do

You'll answer customers through email, social media, and chat while handling orders, tracking, cancellations, and changes
You'll work with logistics providers on delivery problems, missing parcels, disputes, fees, and return-to-sender shipments
You'll manage wholesale orders, invoicing, account records, subscription changes, and refunds
You'll use Gorgias and Carton Cloud for inquiries, influencer deliveries, uploads, and reporting
You'll explain product details, spot cross-sell opportunities, and suggest service improvements

What you bring

You'll need a bachelor's degree in Business, Communications, Customer Service, or a related field, or equivalent practical experience
You'll bring at least two years of customer service experience in ecommerce, with wholesale support valued
You'll have experience with Gorgias and preferably Shopify, while other ecommerce and logistics tools are a plus
You'll communicate clearly and empathetically while resolving complex order and logistics issues
You'll stay organized and detail-focused while handling competing priorities and high inquiry volumes

Who this fits

This role suits a proactive, customer-first person who can adapt to a fast-moving ecommerce environment and manage detailed service work. It is a permanent work-from-home position for someone in the Philippines, scheduled Monday through Friday from 7:00 AM to 4:00 PM PHT, with daylight-saving adjustments.

From the employer

Manage and respond to customer inquiries across multiple channels (email, social media, chat), ensuring prompt, accurate, and friendly communication.
Assist customers with order processing, tracking, cancellations, and any changes, working closely with the logistics team to resolve delivery issues.
Handle complex cases such as lost parcels, liaising with logistics providers to trace packages, resolve disputes, and recover fees when applicable.
Process wholesale orders and enquiries, ensuring accurate invoicing, status updates, and relationship management.
Maintain accurate customer and wholesale account records, including order history, returns, and interactions.
Process subscription cancellations, issue refunds, and adjust subscriptions in line with company policies.
Maintain strong product knowledge to provide detailed information on specifications, availability, and compatibility.
Identify opportunities to upsell or cross-sell products and services where appropriate.
Utilise Gorgias to manage and streamline customer inquiries efficiently, suggesting workflow improvements where possible.
Collaborate with internal teams (logistics, operations, wholesale to ensure smooth order fulfilment and positive customer outcomes.
Manage influencer deliveries, uploads, and reporting using Carton Cloud.
Facilitate return-to-sender consignments and ensure efficient resolution.
Identify opportunities to enhance service processes and overall customer experience.
Undertake additional role-related tasks as required.

Requirements

Bachelor’s degree in Business, Communications, Customer Service, or a related field (or equivalent practical experience).
2+ years of customer service experience within an e-commerce environment; wholesale support experience highly regarded.
Experience with Shopify (highly desirable) and Gorgias; familiarity with other e-commerce and logistics tools is a plus.
Excellent written and verbal communication skills, with the ability to manage complex enquiries empathetically and clearly.
Strong troubleshooting and problem-solving skills for logistics and order management.
Highly organized, able to manage competing priorities and high volumes of enquiries effectively.
Keen attention to detail, ensuring accuracy in order processing and customer records.
A proactive, customer-first mindset with a commitment to delivering positive outcomes.
Adaptability to thrive in a fast-paced, dynamic e-commerce environment, with a willingness to learn and grow.

Benefits

Why Join Twoconnect?

We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity:

Permanent work from home
Monday–Friday: 7:00 AM – 4:00 PM PHT (adjustments will be made for daylight saving time)
HMO with 2 free dependents and medical reimbursements
Government-mandated benefits
Opportunities to work with leading companies in Australia and beyond
Training programmes for career development
Engaging company outings, team activities and wellness sessions
Supportive, inclusive culture
Dedicated managers focused on your growth and success

Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities.

We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable.

Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.

Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.