Retail Customer Service Specialist

7 days ago

Pasig, National Capital Region, Philippines enablesGROUP Full time

The Customer Experience Team Member is the first point of contact for the client's guest and B2B partners across multiple channels. This role is responsible for resolving customer enquiries, troubleshooting order and shipping issues, managing consultations, and handling B2B discovery call bookings. The position ensures a seamless customer journey, delivering high levels of satisfaction and engagement across online, retail, and wholesale touchpoints.

Knowledge and demonstrated experience in:

  • Troubleshooting and resolving customer and order issues.
  • Handling shipping, fulfilment, and order management queries.
  • Managing inbound calls, emails, and live chats.
  • Booking and coordinating virtual consultations and B2B discovery calls.

Skills and Attributes

  • Strong communicator with exceptional written and verbal skills.
  • Ability to manage multiple tasks and channels simultaneously.
  • Customer-obsessed with a proactive, solution-focused mindset.
  • Organised and detail-oriented.
  • Comfortable using technology and adaptable to new systems.
  • Collaborative team player with a professional and empathetic approach.

Qualifications:

  • 2+ years' experience in a customer service or customer experience role.
  • Experience working in omnichannel environments (online, retail, B2B) highly regarded.
  • Experience with Shopify platform highly regarded.
  • Exposure to booking systems, live chat platforms, and CRM tools desirable.

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