Ecommerce Customer Support

1 week ago

Cebu City, Central Visayas, Philippines XTERNITY SERVICES INC. Full time

Position: Ecommerce Customer Support & Technical Sales Specialist
Location: Cebu, Philippines (On-Site/Hybrid)
Employment Type: Full-Time

Role Overview

We are looking for an Ecommerce Customer Support & Technical Sales Specialist who will handle both daily eCommerce customer inquiries and proactive B2B sales outreach for our industrial ultrasonic cleaners used in mechanical parts cleaning. This role requires a strong technical understanding to assist customers effectively while also focusing on engaging potential clients and converting inquiries into sales.

The position combines first-line eCommerce customer support across multiple online sales platforms with technical product assistance for B2B customers. The ideal candidate must be proactive, sales-driven, and highly organized—capable of managing multiple tasks efficiently, ensuring timely responses, and actively working to improve customer satisfaction.

This is not a typical customer service role—it involves understanding technical products, resolving complex inquiries, and actively contributing to sales growth. While most interactions are via email and platform messaging, the role also requires phone engagement with B2B customers when necessary.

Incentive Program: Successful lead conversions and sales will be rewarded with performance-based incentives in addition to the base salary.

Occasional (1-3 times a month) late shifts may be required to accommodate international customers.

Key Responsibilities

Ecommerce Customer Support & Order Management

  • Handle daily customer inquiries from eCommerce platforms such as Amazon, eBay, and others.
  • Respond professionally and efficiently to customer queries, product questions, and post-sale issues.
  • Manage order-related issues such as refunds, returns, cancellations, and shipping delays.
  • Monitor and resolve customer complaints, account performance issues, and negative reviews.
  • Ensure 100% compliance with marketplace policies to maintain high seller ratings.

Technical Customer Support & First-Line Assistance

  • Act as the first point of contact for B2B customers needing technical support.
  • Handle troubleshooting, product assistance, and installation guidance via email and occasional calls.
  • Escalate complex technical issues to the engineering or technical support team.
  • Update and maintain product documentation, FAQs, and troubleshooting guides for customers.

Proactive Sales & Customer Engagement

  • Call potential B2B customers to introduce our industrial ultrasonic cleaners and generate new leads.
  • Follow up on inquiries and actively work to convert leads into sales opportunities.
  • Advise potential customers on the benefits and technical features of our products.
  • Assist the sales team with product positioning, technical insights, and competitive analysis.
  • Work towards sales targets and KPIs, with incentives for successful lead conversions and sales.

Documentation & Process Improvement

  • Maintain an up-to-date knowledge base with troubleshooting steps and FAQs.
  • Track customer interactions, support cases, and resolution times to improve service efficiency.
  • Provide feedback on recurring issues to enhance product documentation and improve the customer experience.

Shift Flexibility & Coordination

  • Be available for occasional late shifts (once or twice a month) to support international customers.
  • Collaborate with sales, technical, and logistics teams to ensure smooth operations.
  • Assist with claims, spare parts requests, international shipments, and after-sales support.

Key Qualifications

  • Experience in eCommerce customer service and/or sales is a plus, preferably in a technical setting.
  • Technical aptitude—comfortable understanding basic technical functions; having an interest in mechanical or electric parts is a plus.
  • Strong written and verbal communication skills—able to handle both email and phone interactions professionally.
  • Proven experience in troubleshooting and resolving customer issues efficiently.
  • Sales-driven mindset—comfortable with proactive outreach, lead follow-ups, and upselling.
  • Strong problem-solving skills—able to diagnose and resolve customer issues quickly.
  • Highly organized and detail-oriented, ensuring accurate documentation of customer interactions.
  • Ability to work late shifts as needed, depending on customer demand.

Why Join Us?

  • A unique role combining eCommerce customer support, technical assistance, and proactive sales.
  • Competitive salary with performance-based incentives.
  • Work with international B2B clients and gain expertise in industrial ultrasonic cleaning technology.
  • Be part of a high-performance, results-driven team in a fast-growing company.
  • Opportunity to develop and grow within a technical and eCommerce-driven environment.
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