E-Commerce Customer Service Associate

4 days ago

Bonifacio Global Metro Manila, Philippines Kareila Management Corporation (S&R Membership Shopping) Full time ₱250,000 - ₱500,000 per year

DUTIES AND RESPONSIBILITIES

  • Manage all member and non-member inquiries regarding online and in-club purchases nationwide across voice and non-voice channels (call, chat, email, social media).
  • Assist website/app users with online account creation, order placement, payment processing, and delivery tracking for S&R online orders.
  • Schedule online orders and provide prompt communication regarding any order-related inquiries or concerns.
  • Apply effective problem-solving skills to resolve online shopping issues and concerns (product, order, payment) to mitigate returns and refunds.
  • Escalate high-risk or complex cases (e.g., legal, regulatory, or PR-sensitive) to the Customer Service Supervisor and Manager.
  • Provide accurate information about products, services, and company policies.
  • Record all transactions, complaints, and resolutions accurately in the unified communication platform.
  • Foster positive, trust-based relationships with members by demonstrating empathy, professionalism, and a commitment to exceptional service in all interactions.
  • Identify opportunities to upsell or cross-sell products and services to increase revenue while meeting buyer needs.
  • Strive to exceed performance targets for revenue generation, member satisfaction, and concern resolution.
  • Adhere to company policies and procedures while maintaining a member-centric approach.
  • Stay updated on industry trends to provide valuable assistance.
  • Support the execution of the urgent-risk matrix for ticket prioritization and workload distribution.
  • Proactively support teammates as needed and complete assigned tasks.
  • Participate in process improvement activities initiated by management.

TECHNICAL / FUNCTIONAL COMPETENCIES

  • Proficient in CRM and ticketing tools (Zendesk, Freshdesk, HubSpot, Salesforce Service Cloud).
  • Familiar with omnichannel communication (chat, voice, email, social media).
  • Basic understanding of OMS/DMS and e-commerce workflows.

JOB QUALIFICATIONS

  • Education: A Bachelor's degree in Business, Marketing, Communications, Psychology, or a related field is required.
  • Experience: 1–3 years in customer service (preferably in e-commerce or retail) with experience handling omnichannel customer interactions and order fulfillment inquiries
  • Digital Proficiency: Skilled in Microsoft Office/Google Workspace, CRM systems, and online collaboration tools.
  • Work Arrangement: This is a full-time, on-site position. Candidates must have the flexibility to work varied hours, which may include early or late shifts, weekends, and holidays, to meet dynamic business needs.

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