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Actively looking·35 yrs old10 yrs exp
Kathleen Mae Fajardo Estiva
Philippines35 years old·Actively looking for jobs
Expected rate
$8 – $15 / hr
Full-time
Voice introduction
Hear Kathleen in their own voice · 60s
Evaluate English fluency, tone, and confidence before interviewing.
0:001:00
Phone Number
Available after invite
Email Address
kat•••••••••••••••@•••••.com
Profile Created
Sep 30, 2026
Earliest Availability
Immediate
Current Location
Sariaya Quezon Province 4322 Philippines
English Level
Professional
About Kathleen
Customer Support Specialist with 10+ years of customer service experience, including the last 4+ years focused on e-commerce and DTC brands across the US, Canada, UK, and Europe. Experienced in handling customer inquiries, order management, refunds, returns, exchanges, warranty claims, and shipping concerns through email and chat support. Proficient in Shopify, Gorgias, Narvar, and Route. Known for delivering exceptional customer experiences, resolving complex issues, and working effectively in remote, fast-paced environments while consistently meeting KPIs and service levels.
Skills
ShopifyGorgiasCustomer SupportE-commerce SupportEmail SupportOrder ManagementReturns & ExchangesRefund ProcessingCustomer Experience (CX)Escalation HandlingTicket ManagementLive Chat SupportWarranty ClaimsCRM ToolsProblem SolvingCommunication SkillsTime ManagementAttention to DetailConflict ResolutionMultitasking.
Experience
- Customer Care Representative |Travel Lifestyle Brand (US, Canada, UK & EU) - 4+ years of e-commerce customer support experience - Managed high-volume email and chat support using Gorgias - Processed refunds, returns, exchanges, warranty claims, and order modifications through Shopify - Assisted customers with shipping, tracking, damaged items, missing packages, and product inquiries - Worked with cross-functional teams including warehouse, product quality, and leadership teams to resolve escalations - Utilized Shopify, Gorgias, Narvar, Route, and other customer support tools - Consistently met productivity, quality, and customer satisfaction goals - Comfortable working overnight, weekend, and rotating shifts in a remote setting
Hiring a Filipino Shopify VA?
Kathleen is one of many. See typical rates, the tasks this role covers, what to screen for, and every available candidate on our guide to hiring a Filipino shopify va.
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