Confirmation Agent

Duties & Responsibilities

The Order Confirmation Agent is responsible for ensuring that orders are accurately confirmed before they are endorsed for booking and fulfillment. The role focuses on customer confirmation, order accuracy, reducing avoidable RTS, identifying customer concerns before dispatch, and increasing order value through appropriate upselling.

1. Messenger Monitoring

Purpose: Ensure confirmed orders are accurate before booking.

● Monitor Messenger and other assigned communication channels for customer responses and requests.

● Check for customer requests to change product quantity, product selection, delivery details, or other order information before confirmation.

● Ensure all approved changes are properly reflected in the order before it is endorsed for booking.

● Coordinate with the appropriate team when an order requires correction or clarification.

● Monitor messages regularly to prevent confirmed orders from being booked with outdated or incorrect information.

2. Order Confirmation

Purpose: Reduce RTS by ensuring customers are fully aware of their orders.

● Confirm all orders received through Shopify before booking.

● Call and/or text customers to verify:

○ Customer name

○ Delivery address

○ Contact number

○ Products ordered

○ Quantity

○ Total order amount

○ Other relevant order details

● Ensure customers clearly understand what they ordered and the expected delivery process.

● Identify customers who are unsure, no longer interested, or requesting changes before the order is booked.

● Properly 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

Purpose: Increase revenue by offering other products during the order confirmation process.

● After successfully confirming an order, offer relevant additional products to the customer.

● Recommend products based on the customer's existing order and applicable promotions.

● Clearly communicate the additional product, price, and updated order total before finalizing any changes.

● Ensure that upsells are properly recorded and reflected in the customer's order.
● Avoid aggressive or misleading selling practices and ensure the customer clearly agrees to any additional products.

4. Order Quality & RTS Prevention

Purpose: Improve delivery success by identifying potential issues before booking.

● Identify orders that may have a higher risk of cancellation or RTS during confirmation.

● Record the reason when a customer refuses, cancels, requests a change, or cannot be reached.

● Flag recurring issues that may indicate problems with customer targeting, promotions, order

information, or the confirmation process.

● Coordinate with the Booking and Operations teams when additional validation is required.

● Provide accurate confirmation information to prevent downstream fulfillment issues.

5. Reporting

Purpose: Ensure proper communication with management and other team members for a coordinated push towards shared goals.

Prepare accurate daily, weekly, and monthly reports covering key metrics related to the role, including:

● Total orders assigned for confirmation

● Total 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 identified during confirmation

● Other relevant performance metrics assigned by management Reports should be submitted on time and should contain accurate, complete, and actionable information.

6. Coordination & Team Support

● Coordinate closely with the Booking, Fulfillment, Operations, and Customer Service teams regarding order concerns.

● Provide accurate information when handing over confirmed orders for booking.

● Respond promptly to internal requests related to order confirmation.

● Follow company policies, campaign mechanics, discount guidelines, and order-processing procedures.

● Participate in process improvements when recurring confirmation or customer issues are identified.

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.