Customer Service Agent for a Luxury Home Fragrance

Customer Service, Part-time, Philippines/Metro Manila/Makatimid

Customer Support SpecialistCustomer

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Quick Summary

Key Responsibilities

Manage incoming customer inquiries via Email and Live Chat with a warm, sophisticated, and professional tone.

Technical Tools

Customer Support SpecialistCustomer

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Is This YOU? Then We Want to Meet You!

1-2 Years of Experience in E-Commerce Support
1-2 years of experience handling D2C customer support, ideally for premium or luxury lifestyle brands.
Platform Mastery: Hands-on proficiency with Gorgias (ticketing/chat) and Shopify (order management, refunds, and cancellations).
B2B & Logistics Tools: Familiarity with Faire (wholesale queries) and Kase (tracking workflows).
Premium Communication: Flawless written English with a polished, warm, and sophisticated tone.
Problem-Solving: Proven ability to handle fragile-item logistics issues (e.g., transit damages) and custom requests (e.g., gift notes) with close attention to detail.

If this sounds like you, then you’re just who we’re looking for to join our team!

🌟 Who We Are:
At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.

About the Role
We are a luxury home fragrance brand seeking a Candle Concierge. In this role, you will act as the virtual front desk of an upscale boutique - handling the frontline incoming queue (the ""Buffer"" layer) to ensure every customer receives swift, elegant, five-star assistance.
Key Responsibilities
Customer Care: Manage incoming customer inquiries via Email and Live Chat with a warm, sophisticated, and professional tone.

Scent Consultation: Guide customers through our premium collections and help them select products based on their scent preferences.

Order Logistics: Track shipments, process refunds/exchanges, cancel orders, and resolve issues like transit damages (fragile glass vessels).

Wholesale Buffer: Sort and assist with boutique stockist inquiries coming through our B2B channels.

Required Tools & Platforms
Gorgias: Helpdesk management for emails, chats, and macros.

Shopify: Order lookups, refunds, gift cards, and inventory checks.

Kase: Transactional workflows and tracking data management.

Faire: Wholesale order processing and retail communication.

Role Type: Remote | Channels: Email & Live Chat
Software/platforms required: Shopify, Kase, and Faire
Experience: 1- 2 years in E-commerce Customer Support, ideally for premium or luxury lifestyle D2C brands.
Tech-Savvy: Highly efficient at navigating Shopify, Gorgias, and Faire simultaneously.
Communication: Flawless written English with a polished, polite tone.
Detail-Oriented: Attentive to special instructions like gift notes and custom shipping requests.

Ready to use your skills to deliver top-tier service in a fast-paced and supportive environment?

Click Here - Your First 30-60-90 Days at LTVplus: What to Expect

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