Customer Service Representative

Job Description: Customer ServiceRepresentative (CSR)

Location: Makati City, Philippines

Employment Type: Full-Time | On-site

Experience Required: 2–3 years

Languages: English & Tagalog (Fluent)

Company: AP Creative Advertising Corp.

About the Company

We are a dynamic advertising and creative agency based in Makati, dedicated to building impactful campaigns, managing vibrant brands, and delivering engaging digital experiences. Our team thrives on collaboration, creativity, and passion. We're looking for someone who can help us stay connected with our audiences across all platforms.

Position Overview

The Customer Service Representative (CSR) will serve as the first line of communication between the agency and its clients, customers, and online audiences. This role involves managing social media interactions, responding to inquiries and reviews, handling PR-related messages, and supporting e-commerce customer service operations. This includes handling bookings and reservations for our affiliated bar, inquiries for electronic vehicles, and product concerns for other business divisions.

You'll play a crucial role in ensuring our brand voice remains professional, friendly, and consistent across all communication channels.

Key Responsibilities

• Social Media Engagement
• Respond promptly and professionally to comments, messages, and mentions across Facebook, Instagram, TikTok, and other social media platforms.
• Monitor community discussions, track feedback, and escalate relevant issues to internal teams when needed.
• Maintain brand tone and ensure all replies align with company voice and communication standards.
• Public Relations & Brand Reputation
• Manage and respond to PR-related inquiries, collaborations, or influencer messages.
• Coordinate with the Marketing and Creative teams for official statements or responses when necessary.
• Monitor online sentiment and provide weekly insights on brand perception.
• E-commerce Customer Support
• Handle customer messages and order inquiries from e-commerce platforms (e.g., Shopee, Lazada, TikTok Shop, or the company's online store).
• Assist in processing returns, refunds, or replacement requests following company policy.
• Collaborate with the sales and logistics teams to ensure timely resolution of customer concerns.
• Reporting & Coordination
• Track and summarize customer feedback, frequently asked questions, and common issues.
• Prepare weekly and monthly reports highlighting trends and performance metrics.
• Suggest improvements to enhance customer experience and engagement.

Qualifications

• Bachelor's degree in Communication, Marketing, Business, or related field preferred.
• 2–3 years of proven experience as a Customer Service Representative, preferably handling social media and e-commerce platforms.
• Excellent written and verbal communication skills in both English and Tagalog.
• Strong organizational skills and attention to detail.
• Proficient in using social media management tools (Meta Business Suite, TikTok Business Center, etc.) and messaging platforms.
• Familiarity with CRM systems, chat management software, or e-commerce dashboards is a plus.
• Able to work flexible hours, including occasional weekends or evenings during campaigns or events.
• Willing to work on-site in Makati City.

What We Offer

• Opportunities for career growth within a creative and fast-paced agency environment
• Training and mentorship to strengthen communication and client relations skills
• A supportive, collaborative, and energetic team culture
• Employee Discount
• Employee snack & Drinks
• 13th month pay
• Pay raise

Job Type: Full-time

Pay: Php18, Php23,000.00 per month

Benefits:

• Employee discount
• Opportunities for promotion
• Pay raise

Work Location: In person