Customer Service Representative – Retail account

6 days ago

Quezon City, National Capital Region, Philippines YML Group Outsource Manila Inc. Full time $40,000 - $60,000 per year

Are you passionate about delivering top-tier customer experiences? We're looking for Customer Service Representatives to represent UGG, one of the world's most recognized lifestyle brands. In this role, you'll be the friendly, knowledgeable voice that customers rely on for help, guidance, and solutions—across phone, email, live chat, and social media

What You'll Do:

· Provide prompt, professional responses to customer inquiries through multiple channels.

· Assist with orders, payments, shipment tracking, and cancellations.

· Handle returns, exchanges, warranty claims, and post-sales support with care and accuracy.

· Offer product guidance on sizing, colors, materials, and styling.

· Escalate complex issues to the appropriate internal teams.

· Log all customer interactions in our CRM system.

· Flag recurring issues and contribute to improving processes and FAQs.

· Support flexible scheduling during busy seasons (e.g., Black Friday, Christmas).

· Collaborate with other departments (logistics, operations, marketing) to resolve complex cases.

· Uphold UGG's customer-first values in every interaction.

What We're Looking For:

· At least 2–3 years of experience in a retail background, ideally in fashion, or footwear.

· Strong English communication skills (written & spoken).

· Proficiency in CRM tools (e.g., Zendesk) and MS Office (Word, Excel).

· Excellent problem-solving and active listening skills.

· Ability to thrive in a fast-paced environment under pressure.

· Reliable, detail-oriented, and self-motivated—capable of independent work.

Preferred:

· Experience with international or premium brands.

· Familiarity with e-commerce platforms (Shopify, Amazon, MyDeal, eBay, etc.).

· Adaptable and committed to delivering high service standards.

· A collaborative, proactive team player.

Employment Details:

· Office-based (Fairview location) with opportunity to work on a hybrid arrangement after passing probationary period

· Type: Full-time

· Working Hours: Monday – Friday, 7AM to 4PM, and some public holidays. No weekend work.

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