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Customer Service Representative

7 days ago

Manila, National Capital Region, Philippines Fresh Prints Full time
About the Role
As a Senior Customer Support Specialist, you will provide exceptional support to our clients' customers across multiple e-commerce brands. This role is critical in ensuring a smooth post-purchase experience, resolving inquiries efficiently, and executing operational tasks within Shopify, our proprietary Warehouse Management System (WMS), and customer service platforms.

In this dynamic role, you will represent multiple brands, each with unique policies and customer expectations. You will be responsible for providing professional and empathetic customer service via email and other communication channels. You will understand and apply each brand's return policies, product details, and customer service guidelines to deliver accurate responses.

You will maintain a consistent brand voice while tailoring responses to match different brand identities. You will process customer service tasks directly in Shopify, WMS, and customer service platforms, generating return shipping labels, issuing refunds, and processing manual orders when needed.

You will work closely with fulfillment and operations teams to ensure smooth order processing and returns management. You will assist in creating and maintaining customer service documentation for various brands. You will suggest process improvements and efficiencies in handling customer inquiries and fulfillment challenges.

The ideal candidate will have 3+ years of experience in customer service, preferably in e-commerce, retail, or logistics. They will have strong writing and communication skills, with the ability to adapt tone and style to different brand voices.