E-Commerce Support Specialist

7 days ago

Sorsogon, Bicol, Philippines beBeeCustomer Full time A$24,000 - A$30,000
Job Overview
As an E-Commerce Customer Service Representative, you will provide top-notch support to customers across multiple online stores. Your key responsibilities include managing orders, returns, and refunds, responding to product enquiries, and resolving delivery issues. This role requires a strong customer service background, preferably in an online retail environment.

Key Responsibilities:
  • Deliver exceptional customer service via email and live chat.
  • Manage orders, returns, refunds, shipping, and administrative updates with accuracy.
  • Respond to product enquiries, using fitment guides and brand resources to provide accurate recommendations.
  • Investigate 'Where is my order?' (WISMO) queries, including follow-ups with shipping providers.
  • Apply goodwill gestures, such as credits, in line with customer satisfaction guidelines.
  • Maintain up-to-date records across systems and processes, using Salesforce Service Cloud.
  • Participate in daily check-ins with the second-in-command and team meetings via Slack/video call.
  • Collaborate with the onshore Customer Service team, escalating complex issues as needed.
  • Build strong customer loyalty and retention by delivering personalised, 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 casual, down-to-earth tone across all brands.
  • Continuously learn, adapt, and improve workflows to enhance efficiency and service quality.

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