Confirmation Agent  

Duties & Responsibilities

The Order Confirmation Agent is responsible for ensuring orders are accurately confirmed before booking and fulfillment. The role focuses on customer verification, order accuracy, RTS prevention, resolving concerns before dispatch, and increasing order value through appropriate upselling.

1. Messenger Monitoring

• Monitor Messenger and other assigned communication channels for customer responses and requests.
• Check for requests to change product quantity, selection, delivery details, or other order information before confirmation.
• Ensure approved changes are accurately reflected in the order before booking.
• Coordinate with the appropriate team when corrections or clarifications are needed.
• Monitor messages regularly to prevent outdated or incorrect orders from being booked.

2. Order Confirmation

• Confirm all orders received through Shopify before booking.
• Call and/or text customers to verify:
• Customer name
• Delivery address
• Contact number
• Products ordered and quantity
• Total order amount
• Other relevant order details
• Ensure customers understand their order and expected delivery process.
• Identify customers who are unsure, no longer interested, unreachable, or requesting changes before booking.
• Document confirmation results and update the required order status or tracker.
• Escalate orders with incomplete, conflicting, or suspicious information for further validation.
• Follow the prescribed confirmation process consistently to minimize preventable RTS.

3. Order Upselling

• After successfully confirming an order, offer relevant additional products.
• Recommend products based on the customer's existing order and applicable promotions.
• Clearly communicate the additional product, price, and updated total before finalizing changes.
• Ensure all upsells are properly recorded and reflected in the order.
• Avoid aggressive or misleading selling practices and ensure customer consent for all additional products.

4. Order Quality & RTS Prevention

• Identify orders with a higher risk of cancellation or RTS during confirmation.
• Record reasons for customer refusal, cancellation, requested changes, or inability to reach the customer.
• Flag recurring issues related to customer targeting, promotions, order information, or the confirmation process.
• Coordinate with Booking and Operations teams when additional validation is required.
• Provide accurate confirmation information to prevent downstream fulfillment issues.

5. Reporting

• Prepare accurate daily, weekly, and monthly reports covering key performance metrics, including:
• Total orders assigned for confirmation
• Successfully confirmed orders
• Confirmation rate
• Unconfirmed/unreachable orders
• Cancelled orders
• Customer-requested order changes
• Orders successfully upsold
• Upsell revenue
• Common customer concerns
• Potential RTS-related issues
• Other metrics assigned by management
• Reports must be submitted on time and contain accurate, complete, and actionable information.

6. Coordination & Team Support

• Coordinate closely with Booking, Fulfillment, Operations, and Customer Service teams regarding order concerns.
• Provide accurate information when endorsing confirmed orders for booking.
• Respond promptly to internal requests related to order confirmation.
• Follow company policies, campaign mechanics, discount guidelines, and order-processing procedures.

Qualifications

● At least 1 year of experience in customer service, sales, order confirmation, telemarketing, e-commerce, or a similar role.

● Strong verbal and written communication skills in English and Filipino.

● Comfortable making outbound calls and communicating with customers through SMS, and other communication channels.

● Comfortable speaking with different types of customers and handling questions, objections, and concerns professionally.

● Strong attention to detail, particularly when checking customer names, addresses, products, quantities, and order amounts.

● Able to work with Shopify, Google Sheets, spreadsheets, and other basic digital tools.

● Able to manage multiple orders and customer conversations without losing accuracy.

● Willing to follow established processes and documentation requirements.

● Able to work independently in a remote work environment.

● Reliable internet connection and a suitable work-from-home setup.

● Willing to work with performance-based targets and daily productivity requirements.

Preferred Qualifications

● Previous experience handling Shopify orders or e-commerce operations.

● Previous experience in order confirmation or outbound calling.

● Experience in sales or upselling.

● Experience handling customer objections and converting hesitant customers.

● Familiarity with delivery, logistics, COD, RTS, and order fulfillment processes.

● Experience using CRM systems, order management systems, or communication platforms.

● Basic understanding of sales and operational performance metrics.