Customer Service and Ecommerce Operations Specialist || Work From Home || Up to

Category: Other Location: Pasig Central Post Office National Capital Region Philippines OutForce is a people-first outsourcingcompany focused on building high-performing teams and long-term careers.We partner with companies around the world,providing dedicated offshore professionals who work as an extension of ourclients’ teams.Unlike traditional outsourcing models, ourpeople are fully embedded into their client’s business, creating meaningfulwork, stronger collaboration, and long-term career opportunities.We are proud to be:?Great Place to Work® Certified?HR AsiaBest Companies to Work for in Asia 2025?HR AsiaMost Caring Company Award 2025?HR AsiaDiversity, Equity & Inclusion Award 2025At OutForce, we invest in our people throughcareer growth opportunities, flexible work environments, supportive leadership,and a culture built on trust, collaboration, and continuous improvement.As a tech-enabled, people-powered company, weare committed to helping our employees grow alongside some of the world’s mostexciting businesses.Join OutForce and build your future with oneof Asia’s best workplaces. About the Team You’ll JoinThe client is a UK footwear brandfounded over ten years ago, designing premium women's shoes with a specialistfit focus and selling directly to customers in the UK and internationally. Theteam is small and founder-led, and its customers expect a considered andpersonal level of service that the brand takes real pride in.Job Overview:Employment type: Full-timeShift: UK working hoursWork setup: WORK FROM HOME What we offer:·Competitivecompensation package aligned with your skills and experience·Nightdifferentials pay to help maximize your earnings·ComprehensiveHMO coverage, including a free dependent on Day 1·Employeereferral program with rewarding incentives·20 days ofannual leave, giving you flexibility to manage your time·Engagingteam activities and events to keep work enjoyable·Buildstrong, high-impact connections with key stakeholders across the business·Take part inclient engagement initiatives to elevate your professional experience. Role Overview:We are looking for a CustomerExperience & Ecommerce Specialist to provide high-quality customer supportfor a premium UK footwear brand while supporting key ecommerce operations. Therole will manage customer enquiries, complaints, product fit and sizing advice,returns, and reviews, while also assisting with Shopify product updates,content management, and seasonal catalogue launches.The role also has a strong AI andcontinuous improvement component, including reviewing AI-generated customerresponses, improving help center content and macros, and identifyingopportunities to increase automation without compromising the customerexperience. In addition, the successful candidate will provide limitedadministrative support to the founder and work across systems including Gorgias,Shopify, SWAP, Mintsoft, and Canva.What We’re Looking For:We are looking for a trustworthy, smart andenthusiastic person with a very strong command of English and a personalitythat thrives on interacting with customers as well as problem solving.A suitable candidate must be able todemonstrate a willingness to proactively solve problems and to respondpositively to customer enquiries. A good understanding of Shopify would behelpful but is not essential. Training will be provided.A key area of accountability ofthis role is customer support, from first contact through to resolution.Adjacent ecommerce and administrative tasks are included and will be trained.This is a customer service role first, supported by ecommerce operations, andgeneral assistant.Key Requirements Excellent written English, with warmth, clarity and accuracy A proactive problem solver who takes ownership rather than waiting to be asked Confident and comfortable interacting with customers Previous customer service experience with a direct-to-consumer ecommerce or retail brand, ideally serving UK or US customers Experience with a helpdesk platform such as Gorgias, Zendesk, Re:amaze or similar Working knowledge of Shopify is helpful but not essential, as training will be provided Exposure to Canva or similar tools not essential but nice to have. Comfortable working with AI assisted tools as part of daily work Able to work independently with limited supervision, and to raise issues early rather than allow them to build An affinity for the customer base is valued. Our customers are predominantly women over 50 who expect a considered, personal and unhurried level of service. What You’ll Be Working On:Customerservice Act as the customer service agent covering the UK and, where agreed, US customer service requirements Answer tickets created in the Gorgias portal in a timely manner Answer tickets raised through the chat function on the UK and US websites Respond to customer enquiries and complaints, escalating where appropriate Become familiar with Gorgias and work to improve its efficiency and effectiveness H