E-Commerce Customer Support Specialist II

E-Commerce Customer Support Specialist II - Temporary

Role Details
Type of Support: Omnichannel
Contract Duration: Temporary
Training Schedule: To be Determined
Work Schedule: To be Determined
Work Type and Location: Hybrid, Taguig, Metro Manila
Expected Start Date: October 30, 2025

About Us
Crescendo represents growth, momentum, and transformation. By bringing together PartnerHero’s world-class outsourcing expertise and Crescendo’s innovation in customer experience and operations, we’re setting a new global standard.
We deliver Augmented AI — the powerful combination of agentic AI and real human expertise — giving our partners scalable, 24/7 support in any language without compromising quality or empathy.

The Role
We’re looking for a Customer Support Representative II to join our growing e-commerce team specializing in wellness-focused home products like humidifiers and showerheads. In this role, you’ll be the go-to person for customers seeking support with product information, order updates, troubleshooting, and returns.

Responsibilities:

• Respond to customer inquiries via email in a timely and professional manner.
• Assist customers with product information, order status, and general inquiries.
• Resolve customer complaints and issues efficiently and effectively.
• Process returns, exchanges, and refunds according to company policies.
• Maintain accurate records of customer interactions and transactions.
• Provide feedback to management regarding customer issues and potential improvements.
• Surface product feedback to the main team at HQ to facilitate continuous product improvement.
• Stay up-to-date with product knowledge and company policies.
• Contribute to a positive team environment and assist colleagues as needed.

Requirements:

• 2+ years of experience in customer support roles, ideally in an e-commerce or consumer electronics environment
• Strong ability to learn and retain product knowledge quickly, including technical specifications and troubleshooting steps
• Proven problem-solving and investigative skills; able to ask the right questions to get to the root cause of issues
• Excellent written and verbal communication skills, with a clear, friendly, and professional tone
• Demonstrated empathy and active listening when working with customers to resolve concerns
• Ability to absorb new information and adapt to evolving processes, products, and systems
• Comfortable using help desk and CRM tools (e.g., Gorgias, Zendesk, Shopify, or similar platforms), with a strong preference for Gorgias.

What You’ll Get In Return:

• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
• Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying.