Associate Customer Success Fulfillment Specialist (Philippines Remote)

About Hip eCommerce

About the Position
Are you passionate about providing top-tier customer service in the world of collectibles? Do you have a knack for handling order-related inquiries with efficiency and grace? If you excel in a fast-paced environment where customer satisfaction is paramount, then this role is perfect for you. As an Associate Customer Success Fulfillment Specialist at Hip eCommerce, you'll be the key point of contact for customers of our in-house brands, including Infinity Comics, Mark's Comics, and Fulfilled by Hip. Your primary responsibility will be to ensure that every interaction through our HipComic and HipStamp message centers is handled with care, following our internal guidelines and best practices. You'll play a vital role in maintaining the happiness of our customers by addressing their inquiries about products, shipments, orders, returns, and more.

How You'll Spend Your Time:

• 🎯 Order Support Specialist: Address and resolve customer inquiries related to order shipments, product details, returns, and issues with orders through our HipComic and HipStamp message centers.

• 🚚 Shipping Expert: Provide accurate and timely updates on order statuses, shipping times, and tracking information, ensuring customers are kept in the loop about their purchases.

• 📝 Guideline Adherence: Follow internal guidelines and best practices meticulously, ensuring consistency and reliability in every customer interaction.

• 📦 Return & Refund Facilitator: Manage the return and refund process smoothly, ensuring customer satisfaction while adhering to company policies.

• 💬 Customer Communication: Engage directly with customers, answering their questions with clarity, empathy, and professionalism, whether through written messages or occasional calls.

• 🤝 Customer Happiness Champion: Strive to exceed customer expectations, turning potential issues into positive experiences, and ensuring high levels of customer satisfaction.

• 🔍 Problem Solver: Identify and address potential issues proactively, offering solutions that align with company policies while keeping the customer’s needs at the forefront.

• 📈 Feedback Contributor: Provide insights and feedback from customer interactions to help improve internal processes, product offerings, and customer satisfaction.

• 📚 Listing Accuracy Reviewer: Review comic listings for accuracy, identify unrecognized items, and research details when necessary to ensure high-quality, reliable listings.

Qualifications:

• 🛠 Detail-oriented: You have a keen eye for detail, ensuring that every customer interaction is handled with accuracy and care.

• 📦 Experienced in Fulfillment: You bring 1+ years of experience in customer service, specifically within order fulfillment, eCommerce, or a similar field.

• 🗣 Effective Communicator: You excel in written and verbal communication, with the ability to convey information clearly and professionally.

• 🕰 Organized & Efficient: You are skilled at managing multiple inquiries at once, maintaining a high level of organization and prioritization.

• 🎯 Customer-Centric: Your primary focus is on customer satisfaction, and you have a track record of going above and beyond to ensure a positive customer experience.

• 🤝 Team Player: You collaborate well with others, contributing to a positive team dynamic and working together to achieve common goals.

• 🔄 Adaptable: You thrive in a dynamic environment and can quickly adjust to new processes, tools, and situations. You’re comfortable with using help desk software, and other digital tools for efficient customer support.

Don’t let impostor syndrome or a confidence gap stop you from applying. We encourage you to apply for this position even if you feel you do not meet all the requirements. Hip eCommerce is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Schedule Requirements: 

• Employees are expected to work Monday-Friday within standard operating hours of 7am-5pm Eastern Time Monday-Thursday, and 8am-12pm Eastern Time Friday.

Salary:

• The salary range for this position is 20,000 to 25,000 PHP per month depending on experience.

Environment Requirements: 

To maintain appropriate productivity and performance, remote employees should choose a work environment that is free from distractions, has a reliable internet connection, and supports the employee’s ability to dedicate their full attention to their job duties during work hours.