Customer Support Specialist - Hybrid

Artillery Philippines is committed to delivering an exceptional customer experience while cultivating a dynamic and engaged community. We are looking for a dedicated Customer Support & Community Engagement Specialist to support our mission and enhance our customer interactions.

Who’s under you?

Interns (if any)
Requirements:

At least 1 year of experience in customer support or community engagement.
Excellent verbal and written communication skills in English and Filipino.
Comfortable with phone calls when needed.
Fast learner and quick at solving customer issues.
Resourceful, takes initiative, and thinks critically.
Hardworking, responsible, and detail-oriented.
Strong multi-tasking skills and ability to work independently.
Basic knowledge of Google Sheets/Excel and Canva.
Willing to work onsite a few times a week.
Sincere interest in art, painting, calligraphy, or journaling.
Work Hours:

Hybrid position:
Probationary period: 12 hrs onsite
Regular: 8 hrs onsite
Full-time (Hours will be a broken shift in the AM, PM & Night time to accommodate inquiries)
Responsibilities:

Customer Support & Order Management
Help customers by answering inquiries and resolving order issues on Lazada, Shopee, TikTok Shop, and our website in a friendly and timely manner.
Process orders in the online POS system and keep customers updated with tracking information.
Handle returns, exchanges, and refunds smoothly.
Address customer concerns, low ratings, and complaints, escalating them when needed.
Social Media & Community Engagement
Reply to messages, comments, and inquiries on Facebook, Instagram, TikTok, and email to keep our customers engaged and satisfied.
Assist in managing our online community—post stories, engage with tagged photos, moderate Facebook group requests, and encourage discussions.
Help organize and run fun community activities like giveaways, raffles, and challenges.
Invite customers to join special events, promotions, and free webinars.
VIP & Business Inquiries
Assist in handling VIP customers and potential high-quality leads with personalized support.
Respond to B2B inquiries, assist with bulk orders, and coordinate purchases.
Schedule and manage calls with interested clients.
Tracking & Reporting
Keep an eye on shop metrics like response rates and seller ratings to ensure we maintain excellent service.
Prepare simple weekly and monthly reports on customer interactions and order concerns.
Team Support & Training
Guide and support interns, helping them understand customer service best practices.
Nice to have:

Degree in Marketing/Communications
Experience in customer service
This is NOT for you if:

You are a student
You have anxiety making phone calls
You have issues multi-tasking and get easily overwhelmed
You like repetitive work
Compensation:

During training period: P13,000 - P14,000 depending on experience & skill
After training period: P15,000 - P17,000 depending on experience & skill
Basic Benefits such as SSS, PAG-IBIG and PhilHealth
13th-month bonus
Mid-year performance bonus