Customer Service Representative

3 days ago

Manila, National Capital Region, Philippines Commalax Global Full time $4,000 - $6,000 per year

Position:

Customer Service Representative (CSR) – E-Commerce & Social Media

Reports to:

E-Commerce Manager / Senior Sales Manager

Location:

Office-based (Manila, Philippines)

Employment Type:

Full-time

Overview:

The CSR will handle all customer service inquiries, chat support, and after-sales concerns for our e-commerce shops and social media accounts, ensuring excellent customer experience and timely resolution of issues. This role also includes managing Return-to-Seller (RTS) disputes and coordinating with internal teams for smooth operations.

Key Responsibilities

1. Chat Support Management


• Respond promptly and professionally to customer inquiries via e-commerce platform chat systems and social media direct messages.


• Manage chats for the following platforms and stores: ◦

TikTok:
Commalax, SMK, Cos De Baha, Axis-Y, Iunik ◦

Shopee:
Commalax, SMK, Skinstagram, Axis-Y, Neopharm ◦

Lazada:
Commalax, SMK, Axis-Y, Skin1004, Cos De Baha ◦

Shopify:


• Ensure all messages are addressed within the set SLA (Service Level Agreement) response times.

2. Social Media Customer Support


• Monitor and reply to customer inquiries, comments, and DMs on official brand social media pages.
• Maintain a positive brand voice and uphold customer service standards in all written communications.

3. Order & After-Sales Support


• Assist customers with order tracking, product inquiries, payment concerns, and basic troubleshooting.
• Coordinate with fulfillment and inventory teams for order updates, replacements, or reshipments.

4. Return-to-Seller (RTS) Dispute Management


• Investigate and process RTS claims from e-commerce platforms.
• File disputes with platforms when applicable, providing complete documentation and evidence.
• Maintain a record of all RTS cases, outcomes, and platform decisions for tracking and reporting.

5. Customer Satisfaction & Reporting


• Track recurring issues, customer complaints, and feedback to recommend process improvements.
• Submit daily, weekly, and monthly chat volume and resolution reports.

Qualifications


• At least 1–2 years of experience in customer service, preferably in e-commerce or social media support.


• Strong written and verbal communication skills in English and Philippine Language.


• Familiarity with TikTok Shop, Shopee, Lazada, and Shopify seller dashboards is a plus.


• Excellent problem-solving skills with attention to detail.


• Ability to multitask and work under pressure in a fast-paced environment.


• Proficient in using MS Office/Google Workspace tools.

KPIs (Key Performance Indicators)


• Average response time per platform.


• Chat resolution rate.


• Customer satisfaction ratings (CSAT).


• Number of successful RTS dispute resolutions.


• Compliance with reporting schedules.

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