Philport - E-commerce Support Agency
By agreeing to this document via checkbox, the Agent confirms acceptance of all terms herein.
Agreement Overview
These Terms of Service (the "Agreement") govern the working relationship between Philport (the "Company") and the Agent. This agreement establishes the framework for professional e-commerce support services across multiple domains including customer support, store development, and technical assistance.
The Agent shall perform tasks relevant to their assigned position within the Business. This may include, but is not limited to, the following service categories:
Customer Support
- • Answering customer queries via chat, email, and phone
- • Handling order processes through Shopify backend
- • Processing replacements, tracking, returns and refunds
- • Addressing escalations and resolving disputes
- • Supporting e-commerce with Gorgias, Zendesk, Shopify Admin
Store Development
- • Product uploading, categorization, and page editing
- • Theme modifications and UI improvements
- • Code enhancements (HTML, CSS, JavaScript, Liquid)
- • Shopify app installation and configuration
Admin & Virtual Assistance
- • Data entry, spreadsheet management, reporting
- • Email management and calendar scheduling
- • Team coordination and documentation
Graphic & Media Design
- • Designing banners and marketing visuals
- • Basic video editing for store content
- • Following brand guidelines and deliverables
Shopify App Support
- • Responding to support tickets and app-related inquiries
- • Testing features, reporting bugs, communicating with development teams
- • Providing setup and onboarding assistance for new users
Exclusivity Requirement: The Agent agrees to work exclusively for clients assigned by the Agency and shall not engage in similar services outside of this agreement without prior approval.
Base Compensation
- • Hourly rates vary by role and experience level
- • Rates defined during onboarding process
- • Tier-based progression (Tier 1, 2, 3)
- • Yearly tier upgrades available
Bonus Structure
- • Christmas Bonus (if contract active in December)
- • Role-based performance incentives
- • Customer satisfaction bonuses
- • Project completion rewards
Additional Benefits
- • PHP1,000 monthly internet allowance
- • Flexible payment methods (E-wallet, Bank, Cash)
- • Regular payroll schedule
Cost Structure
Compensation considers operational expenses including platform fees, job connects, contract fees (10% service charge), transfer fees, and training investments.
This contract is project-based and shall remain in effect until terminated by either party.
Grounds for Immediate Termination
- • Attempting to solicit clients outside of the Agency
- • Direct client communication for unauthorized projects
- • Consistently failing to adhere to working hours
- • Not meeting 20-hour response time requirement
- • Extended leave without manager notification
- • Registering activity without actual work engagement
Notice Period
A minimum of 14 days' notice is required for voluntary termination by either party unless termination is due to a breach of contract.
All work performed by the Agent, including communications, brand materials, code, graphics, and other intellectual property, shall remain the sole property of the Agency or its client.
The Agent agrees to maintain strict confidentiality of all client and customer data. Violation may result in immediate termination and legal action.
Work Equipment
Agent provides own computer, stable internet, and headset. Equipment issues must be reported immediately.
Performance Monitoring
Regular evaluation based on KPIs including response time, customer satisfaction, protocol adherence, and documentation quality.
Time Tracking
Accurate time logging required using approved tools. Schedule adherence is mandatory unless flexibility is explicitly allowed.
Communication Standards
Professional communication required at all times through approved channels (Slack, email, project management tools).
Training Requirements
Completion of onboarding, training sessions, and participation in continuous learning is mandatory.
Service Nature
Philport operates in e-commerce domain. Agents must be flexible and adaptive to different workflows and client expectations.
Dispute Resolution
Any disputes arising under this Agreement shall be resolved through internal mediation with the Agency Manager. If resolution cannot be reached, further legal action may be pursued in accordance with applicable Philippine laws.
Amendments
This Agreement may be amended only in writing or electronic communication, with notice sent via email or platform message at least 7 days before enforcement.
Agreement Confirmation
By checking the agreement box before submitting the application, the Agent affirms understanding and acceptance of all terms stated in this Agreement.
Philport - E-commerce Support Agency
Providing comprehensive e-commerce solutions across customer support, store development, and technical assistance.