Marrianne Kristel G.

E-Commerce Customer Support

E-Commerce Customer Support Specialist | Shopify | Gorgias | Zendesk | VA Hi! I’m Marrianne, an experienced E-Commerce Customer Support Specialist, Customer Service Supervisor, and Virtual Assistant with extensive experience supporting online stores, international clients, and well-known brands. I specialize in providing professional, empathetic, and efficient customer support through email, chat, marketplaces, and review platforms. I’ve worked with brands such as OPPO, OnePlus, ANTA, Wilson, Salomon, Fitbit, and Balsam Hill, giving me experience handling both high-volume customer interactions and specialized E-Commerce support. 🛒 E-Commerce Customer Support Experience I recently worked as a Customer Service Specialist for a high-volume E-Commerce company generating millions in sales, where I handled: Email customer support using Gorgias Order and customer concerns through Shopify Shipment tracking and order fulfillment using ShipStation and AfterShip Internal communication and coordination through Slack Shopify and PayPal dispute processing, including reviewing cases, gathering order information, and submitting appropriate responses and documentation Order updates, shipping concerns, refunds, returns, and other customer issues I also supported an international E-Commerce business serving European customers. I handled customer emails using Resolvia, managed Shopify-related tasks, and used DeepL and Google Translate to communicate effectively with customers across different European markets. I coordinated with the client through Slack and worked independently to ensure customers received timely and professional assistance. 👩‍💼 Customer Service & Team Leadership Previously, I worked as an E-Commerce Customer Service Supervisor, where I led a team of seven and was responsible for: Handling escalated customer concerns Coaching and training team members Quality evaluations Performance monitoring and reporting Ensuring excellent customer service standards Supporting day-to-day E-Commerce operations I also worked as an Email and Chat Technical Support Specialist for Fitbit at TELUS International Philippines, handling high-volume customer interactions, managing two chats simultaneously, and responding to 50+ emails per day. ⭐ Customer Reviews & Reputation Management I recently completed a project-based role for Balsam Hill, where I responded to customer reviews on Trustpilot and Bazaarvoice. I made sure every response was timely, professional, helpful, and aligned with the brand's tone and standards. 💻 Virtual Assistant Experience I also have experience as a General Virtual Assistant, where I handled daily administrative and documentation tasks, including: Uploading daily Zoom recordings Reviewing and summarizing meetings Using ChatGPT to assist with accurate meeting summaries Organizing and documenting information in Notion Maintaining records according to individual client requirements 🛠️ Tools I Work With E-Commerce & Support: Shopify, Gorgias, Zendesk, Salesforce, Resolvia Shipping & Orders: ShipStation, AfterShip Payments & Disputes: PayPal, Shopify Communication: Slack, Email, Chat Productivity & Documentation: Notion, ChatGPT, Zoom Translation: DeepL, Google Translate Marketplaces: Shopee, Lazada, TikTok Shop Review Platforms: Trustpilot, Bazaarvoice Why Work With Me? I understand that customer support is not just about answering emails or resolving tickets. It’s about protecting your brand, keeping customers satisfied, solving problems efficiently, and making sure every interaction represents your business professionally. I’m detail-oriented, reliable, adaptable, and comfortable working independently. I can handle high-volume support while maintaining accuracy and empathy, and I’m quick to learn new tools, processes, and workflows. If you’re looking for someone who can manage your E-Commerce customer support, handle Shopify and PayPal disputes, respond to customers professionally, manage orders and shipping concerns, and assist with daily business operations, I’d be happy to help.