E-Commerce Customer Service Representative

4 days ago

Metro Cebu, Philippines TalkTools® Full time ₱250,000 - ₱350,000 per year

Schedule: On-Site and Night Shift

Job Summary:

The E-Commerce Customer Service Representative will manage customer inquiries, orders, and after-sales support through the company's Shopify store and related channels. This role ensures a smooth, positive, and efficient shopping experience by providing timely, accurate, and empathetic customer service.

Key Responsibilities

  • Respond promptly to customer inquiries via email and call (Customer care inbox and Air Call).
  • Process and track orders, returns, replacements, and refunds through Shopify Admin.
  • Coordinate with fulfillment and shipping partners (e.g., FedEx, USPS, UPS) for delivery updates and issue resolution.
  • Update order notes, tags, and statuses accurately in Shopify.
  • Handle warranty, defective, or missing-item cases following company policies.
  • Communicate professionally and empathetically with customers to build trust and loyalty.
  • Escalate complex or sensitive cases to management or specialized teams.

Qualifications:

  • Proven experience in e-commerce customer service (preferably Shopify-based).
  • Strong written communication and problem-solving skills.
  • Familiarity with Shopify Admin dashboard, order management, and refund workflows.
  • Comfortable using helpdesk tools (AirCall).
  • Detail-oriented with the ability to multitask in a fast-paced environment.
  • Positive attitude and commitment to exceptional customer care.

Preferred Skills:

  • Knowledge of Shopify apps for customer engagement and returns.
  • Experience handling international customer inquiries and logistics.
  • Basic understanding of payment gateways and fraud screening in Shopify.

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