Ecommerce Customer Care Specialist

Job Title: E-Commerce Customer Care Specialist (AI-Enhanced Support)

Department: Customer Experience & Digital Support

Reports To: Customer Experience Lead / E-Commerce Operations Manager

Location: Makati HQ (Remote-Hybrid Consideration)

Employment Type: Full-time

Our Philosophy at Mikana:

Elegance is not just in our products—it's in every interaction. As the frontline voice of Mikana online, you don't just solve problems, you nurture relationships. We believe that customer care is an extension of our brand's polished, approachable, and professional image, enhanced by thoughtful technology. If you are someone who finds fulfillment in turning inquiries into trust, and are excited by the intersection of human empathy and AI efficiency, you belong here.

The Role:

As Mikana's E-Commerce Customer Care Specialist, you will be the voice and the heart of our brand across all major marketplaces. You will ensure that every customer feels seen, heard, and valued—transacting not just with a store, but with a brand that cares. In this role, you will leverage AI-powered tools like Duoke to enhance responsiveness, personalize service, and maintain our impeccable online reputation.

Key Responsibilities:1. AI-Enhanced Omnichannel Engagement

• Respond promptly and professionally to customer inquiries across Shopee Chat, Lazada Chat, and TikTok Shop Chat.
• Utilize AI tools (e.g., Duoke) to manage high-volume conversations, generate draft responses, and ensure consistency and speed without compromising the personal touch.
• Manage post-purchase communication, including automated yet personalized order confirmations, shipping updates, and follow-ups.

2. Issue Resolution & Experience Management

• Address customer questions, concerns, and complaints with empathy, patience, and a solutions-oriented mindset.
• Handle end-to-end processes for returns, exchanges, and refunds, using AI to track, categorize, and streamline resolution workflows.
• Escalate complex or sensitive issues to the appropriate teams while maintaining clear and compassionate communication with the customer.

3. Brand-Aligned & AI-Optimized Communication

• Craft, refine, and deploy on-brand message spiels and response templates that reflect Mikana's tone: elegant, clear, helpful, and warm.
• Work with AI tools to personalize templated responses, ensuring each interaction feels human and tailored.
• Continuously train and improve AI response models based on customer feedback and brand voice guidelines.

4. Insight, Feedback & AI Analytics

• Use AI-driven analytics to identify recurring customer issues, sentiment trends, and opportunities for service improvement.
• Share actionable insights with the E-Commerce, Marketing, and Product teams to enhance the overall customer journey.
• Contribute to improving product listings, FAQs, and policies based on data gathered from customer interactions.

5. Platform Mastery & Tech Integration

• Maintain high store ratings by ensuring timely response rates and high customer satisfaction scores, supported by AI efficiency tools.
• Stay updated on platform-specific policies and AI tool updates to ensure compliant, effective, and innovative customer service.
• Propose and test new AI features or workflows that can enhance team productivity and customer satisfaction.

Who You Are:

You Must Embody:

• Empathetic & Tech-Savvy: You balance human warmth with an enthusiasm for tools that make service faster and smarter.
• Meticulous & Adaptive: You manage multiple conversations and platforms with precision, and you're eager to learn new systems.
• Brand-Conscious: You understand that every interaction—whether human or AI-assisted—must reflect Mikana's polished image.
• Proactive & Solution-Oriented: You don't just respond—you anticipate needs, leverage technology, and follow through to complete satisfaction.

Your Skills & Experience:

• At least 1–2 years of experience in e-commerce customer service, online support, or a similar client-facing role.
• Experience using Shopee Seller Centre, Lazada Seller Center, or TikTok Shop Seller Platform is a strong advantage.
• Familiarity or willingness to learn AI-powered customer service tools (e.g., Duoke or Chatbot platforms).
• Excellent written communication skills in English and Filipino, with the ability to convey clarity, warmth, and brand tone through text.
• Understanding of e-commerce logistics, payment methods, and platform return policies.
• Ability to work during weekends, holidays, and peak sale periods (e.g., 11.11, as needed.

A Plus If You Have:

• Experience in lifestyle, fashion, or beauty e-commerce.
• Previous use of CRM, helpdesk, or AI conversation management tools.
• A curious mindset about how AI can improve customer experience without losing the human connection.

Job Type: Full-time

Pay: Php25, Php30,000.00 per month

Benefits:

• Paid training
• Pay raise

Work Location: In person