Remote eCommerce Customer Support Specialist

About Penbrothers

Penbrothers is an HR and remote talent management partner and one of the fastest-growing companies in the Philippines. We connect talented Filipinos to global opportunities with high-growth startups and dynamic companies, enabling them to build careers from the comfort of their own homes. We provide end-to-end support in recruitment, HR, payroll, compliance, and employee engagement - creating an environment where talent can thrive and global companies can grow.

About the Client

Our client is a fast-growing UK appliance group, delivering high-quality products across commercial and consumer markets. They operate multiple brands spanning medical refrigeration, home appliances, and EV charging solutions, combining innovation, quality, and competitive pricing. Since 2020, they have scaled rapidly, establishing themselves as a trusted and disruptive force in the appliance industry.

About the Role

The eCommerce Customer Support Specialist (Email and Chat) will manage customer tickets and live chats, ensuring prompt resolution and high-quality service. Top performers may be considered for extended support beyond peak. Start date is immediate.

What you'll do

• Manage and resolve customer service tickets and live chat inquiries through eDesk efficiently and accurately.
• Process refunds and replacements in line with company policies for damaged or faulty items.
• Address general customer queries, providing clear, professional, and timely responses.
• Coordinate customer support across multiple marketplaces, ensuring consistency and quality.

• Maintain performance standards, including:

• Average handling time: 1 minute 30 seconds per ticket

• Minimum 20–23 tickets processed per hour without compromising quality
• Meet or exceed the 3-day SLA for first responses
• Identify recurring issues and provide insights to improve customer experience and operational processes.

What You Bring

• At least 3-4 years experience in high-volume customer service environments, preferably in eCommerce.
• Familiarity with customer service ticketing systems (eDesk preferred but not mandatory).
• Strong written communication skills in English, with an emphasis on clarity and professionalism.
• Experience supporting major eCommerce platforms, such as Amazon and B&Q.
• Exceptional attention to detail, able to manage multiple tickets simultaneously.
• Highly detail-oriented and capable of managing multiple tasks without compromising quality.
• Strong problem-solving abilities, able to quickly resolve customer issues and prevent escalation.
• Effective written communication, conveying solutions clearly and empathetically to customers.
• Excellent time management, able to meet handling time and response SLAs under pressure.

• Scope

• Non-voice role: support is email and ticket-based only.

• Direct contribution to customer satisfaction across multiple UK digital marketplaces.

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.

What You'll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides opportunities for growth. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies.

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset: We are genuinely invested in our people's career and welfare.
• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
• Powering global startups: We've created 1,400 Filipino jobs that empower global start-ups to focus on growth.