Customer Service

6 days ago

Angeles City, Central Luzon, Philippines Addiction Pet Foods Full time
Job Title: Customer Service & Order Management Specialist (E-commerce) Employment Type: Full-time  Work Setup: Onsite (Shifting Schedule / 24/7 Operations)  Location: Preferably residing near Arayat, Pampanga only (or nearby areas with easy commute)  Schedule: Rotating shifts, including weekends/holidays as required by operations
Job Overview: We are looking for a full-time Customer Service & Order Management Specialist to support our e-commerce operations through end-to-end customer service and order processing. This role handles customer inquiries and concerns across platforms such as Email, Zendesk, Shopee, and Lazada, while ensuring accurate and timely order entry, coordination, and issue resolution. You will work closely with internal teams (warehouse/fulfillment, account management, and e-commerce) to deliver a smooth customer experience and reliable order flow.
Key Responsibilities: Customer Service Support (E-commerce):
  • Respond promptly and professionally to customer inquiries via Email, Zendesk, and marketplace chat (Shopee/Lazada).
  • Resolve concerns related to order status, delivery, product questions, refunds/returns/exchanges, and general after-sales support.
  • Ensure consistent, accurate, and brand-aligned communication while maintaining high customer satisfaction.
Order Processing & Management:
  • Process and validate orders from marketplaces and/or internal systems, ensuring completeness and accuracy (customer details, product, quantity, payment confirmation where applicable).
  • Coordinate with internal teams to ensure orders are fulfilled on time, including handling cancellations, modifications, and exceptions.
  • Monitor order statuses and proactively follow up on delays, delivery issues, and customer escalations.
Returns, Exchanges & Refund Coordination:
  • Manage returns/exchanges/refunds based on company guidelines and marketplace policies.
  • Ensure proper documentation, coordination, and timely updates to customers.
  • Track recurring issues and recommend process improvements to reduce repeats.
Promotions Support (GWP, Upsell/Cross-sell):
  • Support GWP (Gifts With Purchase) coordination by ensuring correct customer communication and smooth fulfillment alignment.
  • Identify basic upsell/cross-sell opportunities during customer interactions when appropriate (without compromising service quality).
Reporting & Continuous Improvement:
  • Maintain accurate logs for cases, orders, and resolutions (Zendesk/tickets/trackers).
  • Flag trends and common issues (delivery, product concerns, system issues) to the team for corrective actions.
  • Follow SOPs and contribute to updating FAQs, macros, and response templates.

Qualifications / Requirements:
  • At least 2years experience in customer service, e-commerce support, order management, or similar (preferred).
  • Familiarity with Shopee/Lazada Seller Center, order workflows, and marketplace chat support is an advantage.
  • Comfortable using Zendesk (or similar ticketing tools), email support, and spreadsheets/trackers.
  • Strong written and verbal communication skills; customer-first mindset with excellent problem-solving skills.
  • Highly organized and detail-oriented—able to manage multiple cases/orders in a fast-paced environment.
  • Willing to work onsite on a rotating shift schedule (24/7 operations), including weekends/holidays.
  • Preferably residing near Arayat, Pampanga (or nearby for a reliable commute).
  • Can start immediately (preferred).

Preferred Skills (Nice to Have):
  • Experience coordinating with warehouse/fulfillment teams and couriers.
  • Basic reporting skills (case volume, common reasons, AHT, SLA, etc.).
  • Experience handling winback, loyalty engagement, or retention campaigns is a plus.

What Success Looks Like:
  • Fast, accurate resolution of customer concerns with high satisfaction.
  • Clean, error-free order processing and proactive issue handling.
  • Strong collaboration with internal teams to prevent repeat issues and improve workflows.

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