E-Commerce Specialist

2 weeks ago

Pasig, National Capital Region, Philippines Linkage Foods Ventures Corporation Full time ₱250,000 - ₱500,000 per year

About Nexus

Nexus is a forward-thinking marketing services agency under Linkage Group, dedicated to providing clients with comprehensive marketing solutions. We specialize in areas such as Social Media Marketing, On-the-Ground Events & Activations, E-Commerce, and Market Research. Our mission is to deliver results-driven campaigns that meet client objectives and push the boundaries of innovation.

About the Role

The E-Commerce Specialist (Customer Service) will play a key role in ensuring an excellent customer experience across our clients' e-commerce platforms. This role focuses on managing all aspects of customer service—from inquiries and feedback to issue resolution—while supporting the smooth flow of e-commerce operations. Reporting directly to the Nexus General Manager / Head of Marketing Services, the E-Commerce Specialist will serve as the main bridge between customers, operations, and brand teams to uphold high service standards and operational efficiency.

Responsibilities

  • Service Quality: Deliver professional, accurate, and brand-aligned communication across all customer touchpoints to ensure a positive experience.
  • Customer Satisfaction: Track, manage, and resolve diverse customer concerns end-to-end to ensure timely resolution and high satisfaction.
  • Feedback Utilization: Gather and summarize customer feedback to help improve listings, fulfillment processes, and service flow.

Objectives / Key Outcomes

  • Response Rate: Ensure prompt handling of customer messages, reviews, and comments in line with each platform's response standards.
  • Resolution Time: Achieve timely closure of customer concerns through effective coordination and proactive follow-ups.

Qualifications

  • 2+ years of experience in e-commerce customer service within a creative agency or e-commerce environment.
  • Familiarity with popular e-commerce platforms such as Lazada, Shopee, Grab, FoodPanda, TikTok Shop, Shopify, and Affiliate Programs.
  • Strong organizational and time management skills with the ability to juggle multiple tasks effectively.
  • Proven experience in customer service management and issue resolution.
  • Ability to thrive in a fast-paced, start-up environment with flexibility to take on various roles and responsibilities.

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