Customer Experience Agent

Triquetra

. Respond to customer inquiries via phone, chat, reviews, email, and platform-specific messaging .

Posted 10/16/2026full-timeRemote • PhilippinesMid-LevelSenior💰 $9,600 - $10,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support for e-commerce platforms, including effective communication and problem-solving skills. Proficient in managing customer inquiries, order issues, and utilizing CRM tools to enhance service delivery.

Highest-signal resume keywords

Customer Support ExperienceGorgias CRM ProficiencyE-Commerce Platform KnowledgeStrong Communication SkillsAttention To Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Order ManagementRefund ProcessingIssue ResolutionCustomer Service StandardsDocumentation AccuracyKPI FamiliarityTicket ManagementWorkflow ManagementShipping InvestigationMulti-Channel Support

Soft Skills

EmpathyProactive MindsetOrganizational SkillsDependabilityAdaptability

Tools & Technologies

GorgiasShipHeroTime-Tracking ToolsCRM SystemsCommunication Platforms

Industry Keywords

E-CommerceDTC BrandsCustomer Satisfaction MetricsAmazonTikTok ShopShopifyCustomer Service KPIsFast-Paced EnvironmentCanned ResponsesProcess Improvement

About the role

Key responsibilities & impact

Respond to customer inquiries via phone, chat, reviews, email, and platform-specific messaging
Use approved canned responses and provide personalized support when needed
Manage address, fraud, and operator holds according to SOPs
Create, edit, and cancel orders where appropriate
Respond to TikTok and Shopify inquiries about order status, shipping, and delivery
Investigate and resolve lost, delayed, or incorrect order issues
Escalate technical or complex issues to the Customer Support Lead
Manage TikTok refund and return requests and maintain accurate records
Respond to Amazon messages, reviews, and inquiries in compliance with customer service standards
Monitor Amazon customer-service performance metrics
Manage ShipHero shipment tracking, returns, and order holds
Receive inbound calls, address customer concerns, and log call outcomes
Identify recurring issues and suggest process or FAQ improvements
Stay current on product knowledge, promotions, and policy changes
Participate in team meetings, training sessions, and feedback loops

Requirements

What you’ll need

Proven experience in a customer support or customer service role, ideally supporting e-commerce or DTC brands
Hands-on experience using Gorgias as a CRM is required, including managing tickets, macros, tags, and workflows
Demonstrated experience handling chat, email, and voice (phone) support in a fast-paced customer service environment
Strong written and verbal communication skills with the ability to adapt tone across different support channels
Experience supporting customers across platforms such as Amazon, TikTok Shop, Shopify, or similar e-commerce channels
Proven ability to resolve customer complaints, order issues, refunds, and returns with empathy and professionalism
Comfortable using canned responses while knowing when to personalize communication
Strong attention to detail and accurate documentation of interactions, refunds, returns, and call outcomes
Ability to investigate delayed, lost, or incorrect shipments and escalate appropriately
Familiarity with customer service KPIs such as response time, resolution time, and customer satisfaction metrics
Highly organized, dependable, and able to manage multiple customer inquiries simultaneously
Willingness to work shifting schedules, including coverage across different time zones if required
Comfortable using time-tracking tools and support systems to accurately log hours and customer interactions
Proactive, solutions-oriented mindset with the ability to identify recurring issues and suggest process or FAQ improvements