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E-commerce After Sales Customer Service Representative

4 weeks ago

Pasig, Philippines Hcreates Information Technology Full time

Job Title and Location

Hcreates Information Technology — Urgent ₱25-35K monthly, on-site in Pasig. 1-3 years of experience, Bachelor’s degree, full-time.

Responsibilities
  • Handle pre-sale, in-sale, and after-sale customer inquiries via email, including order tracking, returns/exchanges, and shipping issues.
  • Provide accurate product advice (e.g., sizing, fabric, style) based on fashion apparel knowledge.
  • Collaborate with internal teams (warehouse/logistics) to resolve issues and improve customer experience.
  • Document feedback, analyze recurring issues, and optimize email templates.
  • Familiar with ERP system; apply for refunds/reissues for orders in the ERP system.
  • New employee period: after joining, a ramp-up period with daily email targets reaching 150, with overtime possible during peak season.
  • Process about 150 emails before 18:00 every day; daily to-do list (e.g., refunds/reissues) with approximate processing of 10 items per person per day; quantities may vary with business volume.
  • Quality inspection accuracy of 95% or higher.
Working Hours
  • Current: 09:00–18:00 with a 1-hour break.
  • Soon: two shifts added — 15:00–24:00 and 00:00–09:00, each with a 1-hour break.
Rest Time and Training

Rest time: 6 days off per month, rotating rest. Training available remotely.

Qualifications
  • Fluent written English; ability to write professional and natural business emails.
  • 1+ year in e-commerce/fashion customer service; experience with Amazon/Shopify is a plus.
  • Knowledge of apparel terms (e.g., size conversion, fabric care) and industry standards.
  • Patience, stress-resilience, and ability to work across time zones.
  • Basic CRM experience (e.g., Zendesk) and Excel skills.
  • Preferred Skills: Additional language skills (e.g., French, Spanish); understanding of Western fashion market trends.
  • Work Mode: Full-time, flexible to shifts covering EU/US time zones.
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