E-Commerce Support Specialist

12 hours ago

Antipolo City, Calabarzon, Philippines beBeeCustomerService Full time ₱26,400 - ₱28,200
Customer Service Representative Role

The role of a Customer Service Representative in an e-commerce setting involves providing exceptional customer support across multiple online stores. This includes managing orders, returns, refunds, and shipping, responding to product enquiries, resolving delivery issues, applying goodwill gestures when needed, and maintaining accurate records.

Key Responsibilities
  • Deliver outstanding customer service via email and live chat platforms.
  • Manage orders, returns, refunds, shipping, and administrative updates with precision and accuracy.
  • Respond to product enquiries using detailed fitment guides and brand resources to provide accurate recommendations.
  • Investigate queries regarding order status and collaborate with shipping providers for timely resolutions.
  • Apply goodwill gestures such as credits in line with customer satisfaction guidelines.
  • Maintain up-to-date records across systems and processes utilizing CRM software.
  • Participate in regular check-ins with team leaders and meetings through video conferencing or instant messaging platforms.
  • Collaborate with the onshore Customer Service team to escalate complex issues when necessary.
  • Develop strong customer loyalty and retention by delivering personalized, solution-focused service and ensuring customers feel valued throughout their journey.
  • Upsell and promote in-house brands by recommending suitable products and highlighting their value to drive repeat purchases.
  • Uphold the company's tone across all brands, maintaining a casual and down-to-earth approach.
Required Skills and Qualifications
  • A minimum of 5 years of customer service experience, preferably in an e-commerce environment.
  • Excellent written English skills, with the ability to adapt tone across multiple brand domains and different customer types.
  • Ability to maintain clear, accurate documentation and demonstrate proactive follow-ups.
  • Proactive, positive attitude with strong initiative and attention to detail.
  • Proficiency in CRM/ticketing systems such as Salesforce or Zendesk.
  • Ability to work efficiently under pressure and meet key performance indicators.
  • Friendly, team-oriented personality willing to ask questions and contribute.
  • Flexibility to work across time zones, including weekends if required.

In this role, you will have the opportunity to work with a dynamic team, develop your skills, and contribute to the success of our business. If you are a motivated individual who is passionate about delivering exceptional customer service, we encourage you to apply.

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