Customer Service Specialist

2 weeks ago

Makati City, National Capital Region, Philippines Epicurean Partners Exchange Inc. Full time ₱250,000 - ₱500,000 per year

THE CUSTOMER SERVICE SPECIALIST

The Customer Service Representative is responsible for providing professional and timely support to customers across multiple online channels, including email, Shopify, TikTok, Shopee, and Lazada. The role involves responding to inquiries and complaints, coordinating with fulfillment teams to resolve order-related issues, and ensuring a positive customer experience. The representative also collects and analyzes customer feedback to identify trends and recommend improvements, helping maintain high customer satisfaction and brand loyalty. The role ensures excellent customer experience, timely response, accurate information, and resolution of issues to maintain high store ratings, SLA compliance, and customer satisfaction.

Primary Responsibilities

  • Respond promptly to customer questions, complaints, and feedback via email, Shopify, TikTok, Shopee, and Lazada.
  • Provide accurate, clear, and helpful information to maintain high customer satisfaction.
  • Handle interactions with professionalism, empathy, and a solution-oriented approach.
  • Ensure SLA compliance for response times across all platforms (Lazada, Shopee, TikTok, Shopify).
  • Manage customer reviews/feedback and implement service recovery tactics when needed.
  • Identify recurring issues and provide insights to improve operations, product quality, and listing accuracy.

You will get to:

  • Coordinate with fulfillment, logistics, and operations teams to resolve order concerns across all platforms.
  • Monitor order status and follow up on pending issues to ensure timely resolution.
  • Handle returns, refunds, replacements, cancellation requests, and warranty inquiries in line with each platform's policies.
  • Monitor daily orders, customer tickets, escalations, and feedback.
  • Track return shipments and ensure timely processing of refunds and replacements.
  • Collect, track, and analyze customer feedback across all online channels
  • Identify trends or recurring issues and provide actionable recommendations to improve processes or services.
  • Communicate insights to relevant teams to enhance the overall customer experience.

You'll help us by:

  • Ensuring all communications reflect the company's brand tone, values, and professionalism.
  • Handling complaints and disputes tactfully while maintaining brand integrity.
  • Promoting a positive customer experience that strengthens brand loyalty.
  • Documenting all customer interactions, issues, and resolutions in CRM or internal systems.
  • Preparing reports summarizing customer issues, trends, and service performance across all online channels.
  • Tracking KPIs such as response time, resolution time, and customer satisfaction metrics.
Qualifications & Skills

·       Bachelor's degree in Business, Marketing, Communications, or related field preferred.

·       Experience in customer service, retail, or e-commerce support is an advantage.

·       Familiarity with online sales platforms (Shopify, Shopee, Tiktok, Lazada) is preferred.

·       Ability to remain professional and courteous under pressure.

·       Strong written communication skills for online correspondence.

·       Experience using CRM tools (e.g., Gorgias, Zendesk, Freshdesk).

·       Familiar with WMS, OMS, or logistics process.

Join Christy Ng Lifestyle Inc PH to deliver exceptional customer experiences across top e‑commerce platforms

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