E-Commerce Support Specialist

2 weeks ago

Imus, Calabarzon, Philippines beBeeCustomerService Full time ₱24,000 - ₱27,000

About Us

We're a fast-paced team who love pushing boundaries in e-commerce.

Our core values include being a good human, embracing growth and change, communicating with equality and empathy, and continuously improving.

The customer service team supports multiple brands, which means plenty of variety, different customer bases, and heaps of opportunities to bring your own skills and interests into play.


Job Description:

As an E-Commerce Customer Service Representative, you will be providing outstanding support to customers across multiple online stores.

  • Deliver exceptional customer experience 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?' 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 team and 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.
Required Skills & Qualifications:
  • At least 5 years of customer service experience, preferably in an online retail environment.
  • Excellent written English, with the ability to adapt tone across multiple brand domains and different customer types.
  • Demonstrates proactive follow-ups and maintains clear, accurate documentation.
  • Proactive, positive attitude with strong initiative and attention to detail.
  • Proficiency in Salesforce or other CRM/ticketing systems such as Zendesk and Intercom.
  • Ability to work efficiently under pressure and meet KPIs.
  • Friendly, team-oriented personality, willing to ask questions and contribute.
  • Flexibility to work across time zones, including weekends if required.
Benefits:

Join a dynamic team that prioritises customer satisfaction and continuous improvement.

Develop your skills and expertise in a fast-paced, ever-evolving e-commerce environment.

Enjoy a competitive compensation package and opportunities for career growth and development.

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