Product Customer Service Support

3 weeks ago

Philippines StaffingExpert.com Full time

Overview

We’re seeking a proactive Customer Service Support Specialist in the apparel industry. You’ll handle customer inquiries via phone and email, track and update orders, resolve delivery, sizing, returns, and exchange issues, and coordinate with production and warehouse teams to ensure accurate, on-time fulfillment. You’ll provide clear status updates, document cases in the CRM, meet response-time SLAs, and surface recurring issues and customer feedback to help improve processes and the overall customer experience.

Responsibilities
  • Serve as the first point of contact for order, product, pricing, and availability inquiries
  • Create, modify, and track orders; confirm ETAs, backorders, substitutions, and cancellations
  • Manage returns/exchanges, credits, and replacements with accurate documentation
  • Troubleshoot delivery issues with carriers; escalate late or lost shipments as needed
  • Guide customers on sizing, materials, care, and basic product specs using size charts and line sheets
  • Coordinate with production, inventory, and warehouse/3PL to resolve stock or fulfillment constraints
  • Maintain up-to-date case notes and order history in the CRM; ensure data accuracy
  • Monitor and meet SLAs for first response, resolution time, and customer satisfaction (CSAT)
  • Identify and report recurring issues and customer feedback to drive process/product improvements
  • Support seasonal peaks (launches, promotions) and assist with bulk/B2B orders and sample requests
  • Prepare simple reports (daily open cases, late orders, returns trends) for team leads
Requirements
  • 1–3+ years of customer support experience; apparel, retail, wholesale, or e-commerce background preferred
  • Strong written and verbal English; confident phone etiquette and clear, concise email writing
  • Working knowledge of order management and CRM tool
  • Familiarity with size charts, SKU/variant management (color/size), and basic warehouse/3PL workflow
  • Detail-oriented, organized, and able to juggle multiple tickets and deadlines
  • Problem-solver with a calm, customer-first attitude; proactive follow-through until resolution
  • Basic Excel/Google Sheets skills for lookups, pivots, and simple reporting
Preferred Qualifications
  • Experience with B2B portals, line sheets, and bulk order processing
  • Knowledge of apparel decoration terms (e.g., embroidery, screen print) and lead times
  • KPI mindset (e.g., FRT, AHT, CSAT, NPS) and experience working to targets
Employment details
  • Employment type: Full-time
Location

Makati, National Capital Region, Philippines

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