About the role<p>We are a growing international e-commerce business looking for an experienced <strong>Customer Support Agent based in the Philippines</strong> to join our remote team for Q4.</p><p>This is initially a <strong>Q4 contract position</strong>, with the <strong>possibility of moving into a permanent role</strong> based on performance and ongoing business requirements.</p><p>You will be responsible for providing fast, accurate and professional support to customers across our online stores. We are looking for someone who communicates clearly, follows processes carefully, uses good judgement and takes ownership of customer issues through to resolution.</p><p>This is not a role where success is simply measured by closing as many tickets as possible. We care about the <strong>quality and accuracy of resolutions, customer satisfaction and protecting the customer experience while following company policies</strong>.<br></p>What you'll be doing<ul><li>Responding to customer enquiries through email and our customer-support/helpdesk systems</li><li>Helping customers with orders, deliveries, products, returns and general enquiries</li><li>Investigating customer issues and providing appropriate resolutions</li><li>Processing refunds, partial refunds and replacements in line with company policies</li><li>Avoiding unnecessary refunds by properly investigating cases and considering appropriate alternative resolutions</li><li>Escalating complex, sensitive or high-risk cases when required</li><li>Maintaining clear and accurate customer records and internal notes</li><li>Following company SOPs, policies and approved response guidelines</li><li>Managing your workload and prioritising urgent customer issues appropriately</li><li>Supporting customer review and feedback processes where required</li><li>Identifying recurring customer issues and flagging trends to management</li><li>Working towards weekly customer-support KPIs, including response times, customer satisfaction and resolution quality</li><li>Communicating proactively with the wider team when you identify problems or blockers<br></li></ul>What we're looking for<p>You should have:</p><ul><li>Previous experience working in <strong>e-commerce customer support</strong></li><li>Excellent written and spoken English</li><li>Strong written communication skills</li><li>Excellent attention to detail</li><li>Good judgement when resolving customer problems</li><li>Confidence dealing professionally with frustrated or difficult customers</li><li>The ability to follow SOPs and policies consistently</li><li>The ability to work independently and take ownership of your responsibilities</li><li>Strong organisation and time-management skills</li><li>A reliable internet connection and suitable remote-working setup</li><li>Availability to work agreed hours with appropriate overlap with the wider team</li><li>Be based in the <strong>Philippines</strong></li></ul><p>Experience with <strong>Shopify</strong> and e-commerce customer-support/helpdesk platforms is strongly preferred.<br></p>What good performance looks like<p>We are looking for someone who can balance <strong>customer experience, speed and commercial judgement</strong>.</p><p>You should be comfortable deciding when an issue can be resolved directly, when further investigation is required, when an alternative resolution should be offered and when a case needs to be escalated.</p><p>You will be expected to take ownership of your KPIs and raise any blockers early rather than allowing issues to remain unresolved.<br></p>Contract<p>This is a <strong>Q4 contract role</strong>.</p><p>For a strong performer, there may be an opportunity to <strong>move into a permanent position after Q4</strong>, subject to performance and ongoing business requirements.</p><p>We are particularly interested in candidates who are looking for the opportunity to build a longer-term working relationship with the business.<br></p>Application process<p>Please apply with your CV <span>to: fia@pebbleecommerce.com with the JD title as your application subject line </span>and include the following information:</p><ul><li>Your previous e-commerce customer-support experience</li><li>Any experience using Shopify</li><li>Customer-support/helpdesk platforms you have worked with</li><li>Approximately how many customer tickets you handled per day in your previous role</li><li>The customer-support KPIs you have previously worked against</li><li>Your current availability and earliest possible start date</li><li>Your expected monthly salary/rate</li><li>Your normal working hours and availability for overlap with UK working hours</li></ul><p><br></p><p>Shortlisted candidates will be asked to complete a <strong>short practical customer-support assessment</strong> before progressing to the interview stage.</p><p><br></p><p>The assessment will focus on written communication, customer handling, attention to detail, decision-making, escalation judgement and your approach to resolving real-world e-commerce customer-support scenarios.</p><p><br></p><p><strong>Please note:</strong> We are looking for candidates who will personally perform the role. Applications submitted on behalf of agencies, outsourcing companies or teams will not be considered.</p>