E-Commerce Experience Specialist

2 weeks ago

Mandaluyong City, National Capital Region, Philippines beBeeCustomerService Full time ₱25,000 - ₱30,000
Customer Service Excellence

E-Commerce Customer Service Representatives are highly valued for their exceptional skills in delivering outstanding customer support across multiple online stores. This is a fantastic opportunity to join a fast-paced, fun, and people-focused team who thrive in e-commerce.

About The Role

This position requires a reliable, driven, and self-motivated individual with excellent communication skills to provide top-notch customer service. As a key member of our energetic crew, you'll jump in, hit the ground running, and excel in a fast-moving environment by managing orders, returns, refunds, shipping, responding to product enquiries, resolving delivery issues, and maintaining accurate records.

Key Responsibilities
  • Deliver Exceptional Customer Support: Provide prompt and professional assistance via email and live chat, ensure order accuracy and update administrative records as needed, respond to product queries using fitment guides and brand resources, apply goodwill gestures when required, and maintain up-to-date records across systems and processes.
  • Investigate Complex Issues: Thoroughly investigate queries such as 'Where is my order?' (WISMO) and resolve delivery issues, follow-up with shipping providers, and escalate complex problems as necessary.
  • Exceed Customer Expectations: Build long-lasting customer relationships by delivering personalized, solution-focused service, ensuring customers feel valued throughout their journey, promote in-house brands by recommending suitable products and highlighting their value, and uphold a consistent tone across all brands.
Requirements
  • Experience: At least 5 years of customer service experience, preferably in an online retail environment.
  • Communication Skills: Excellent written English with the ability to adapt tone across multiple brand domains and different customer types.
  • Professional Attributes: Proactive, positive attitude with strong initiative and attention to detail, proficiency in Salesforce or other CRM/ticketing systems, ability to work efficiently under pressure, meet KPIs, friendly, team-oriented personality, willing to ask questions and contribute, and flexibility to work across time zones if required.
About Our Team

A fast-paced, fun, and people-focused team who love pushing boundaries in e-commerce. Guided by core values – Be a Good Human, Foot Forward First, Kaizen (Continuous Improvement), Embrace Growth & Change, and Communicate with Equality & Empathy – we're not your typical crew. Our mission is to build value, grow together, and deliver service beyond expectations.

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