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E-Commerce Customer Service Representative

2 weeks ago

Makati City, National Capital Region, Philippines RunRemote Full time ₱1,200,000 - ₱1,500,000 per year

Looking for candidates from the Philippines

Position: E-Commerce Customer Service Representative

Work hours: 9:00AM - 6:00PM Australian Time Zone

Compensation range: AU$2,300 -AU$2,500/month
At
RunRemote
our mission is to help connect the top-rated remote talent with the world's best job opportunities. Our key markets and clients are located in the US, AUS, UK & Canada just to name a few. All of our roles are
full-time
and
100% remote,
cutting out the daily commute, and providing top-rated talent with the best job opportunities, all from the comfort of their home.

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

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.

About The Role
Our client is looking for a reliable, driven, and self-motivated team player to join their energetic crew. You'll jump in, hit the ground running, and thrive in a fast-moving environment, providing outstanding customer support across multiple online stores. This includes managing orders, returns, refunds, and shipping, responding to product enquiries, resolving delivery issues, applying goodwill gestures when needed, and maintaining accurate records.

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.

Requirements:

  • 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 (Inclusive in the given salary range):

  • $50 Internet Allowance
  • $50 HMO allowance
  • 20 days Paid Time Off