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KMC Work Location: SM AURA

Location: Taguig City, Metro Manila

Date Posted: 2023-05-16

Hiring Organization: KMC Solutions | XTN-BF2E825

Career Category: Call Center Operations

How You Fit In:

As a Senior CX Agent, you will be at the forefront of creating exceptional customer outcomes. You are closest to the customer and help us create a positive outlook on our products and brand. Whether it’s helping our customers with order information, troubleshooting, pre-sales inquiries, and escalations, this person exudes professionalism and kindness in any situation. If you are excited about creating a memorable customer experience, this role is for you! 


  • Respond to customer inquiries via chat and email in a timely manner
  • Troubleshoot issues and problems for customers
  • Provide pre-sale support to help guide customers in making their purchase
  • Resolve complaints and provide appropriate solutions based on established guidelines (refunds, upgrades, discounts, etc.)
  • Calmly handle escalated contacts that ensure a positive customer experience 
  • Handle returns processing
  • Document daily activities
  • Perform special projects and miscellaneous duties as assigned (data and ticket cleanup)
  • Coordinate with other team members such as marketing, finance, and product


  • Excellent English speaking and writing skills. Fluency is a must
  • 3+ years working in a high volume call center with proven ability to effectively provide quality results with each interaction
  • Ability to problem-solve customer issues with sound judgment
  • Confidence handling escalated contacts.
  • 3+ years of experience with an online e-commerce store or similar
  • Patient, empathetic, and passionately communicative (we care about our customers)
  • Independent and able to problem solve
  • Able to handle demanding customers with patience and professionalism
  • Able to process a high volume of customer tickets in an efficient and quality manner
  • Experience in beauty/consumer products is a plus
  • Be friendly, kind, and hardworking
  • Work from the office four days a week, with 1-day work from home 
  • Experience handling escalated contacts effectively

Platforms we use

  • Shopify - experience required
  • Gorgias - experience preferred but not required
  • G-suite (google sheets, Gmail, slides)
  • Asana
  • Slack

Job Details 

  • Full time
  • Will be working USA hours (8 hours with an additional 1-hour unpaid lunch break)
  • Typical hours, though, can be discussed as long as there is a good overlap with California USA hours
    • 12 pm - 9 pm PT Sunday - Thursday
      • 3 am - 12 pm Monday - Friday Manilla Time
    • 12 pm - 9 pm PT Tuesday - Sat
      • 3 am - 12 pm Wednesday - Sunday Manilla Time
  • Coverage subject to change