Senior Customer Service Specialist - (Remote PH)
- Metro Manila
- Permanent
- Full-time
Location: Remote 100%
Salary: Competitive salary + performance bonuses.
Working hours: 8am - 5pm PSTAbout the Role:
We're seeking a seasoned Senior Customer Service Specialist to join our customer support team-with the opportunity to grow into a Team Lead role. This position is ideal for an experienced customer service professional who thrives in complex, multi-channel environments and is ready to take the next step in their career by mentoring others and driving process improvements.You'll bring 5+ years of customer service experience, preferably with 3 years in e-commerce, and expertise in managing customer interactions via email and social media platforms (Facebook, Instagram, Tiktok).Key Responsibilities:Senior Specialist Support:
- Manage escalated and complex customer inquiries across emails and social media platforms with a focus on resolution, customer satisfaction, and efficiency.
- Process backoffice tasks such as refunds, returns, replacements, and order adjustments with high attention to detail.
- Support cross-functional collaboration to resolve customer pain points and improve workflows.
- Mentor and support junior team members by sharing best practices and providing informal guidance.
- Assist in onboarding and training new team members as needed.
- Act as the first point of contact for escalations from the team when the supervisor is unavailable.
- Identify trends in customer inquiries to recommend process enhancements.
- Support the implementation of new tools or workflows that improve team efficiency.
- Contribute to updating the knowledge base and internal documentation for streamlined operations
- Monitor personal and team KPIs such as response time, resolution rate, and CSAT.
- Provide feedback on recurring customer issues and suggest improvements.
- 5+ years of customer service experience, with at least 3 years working for e-commerce brands.
- Solid background handling multi-channel support (emails and social media platforms).
- Experience assisting or stepping into leadership responsibilities (preferred).
- Advanced written and verbal communication skills.
- Strong problem-solving and conflict resolution abilities.
- Background in the beauty industry or makeup application is a huge plus!
- Proficiency in customer service platforms (e.g., Zendesk, Gorgias, Freshdesk) and social media management tools.
- Familiarity with e-commerce platforms like Shopify, Magento, or WooCommerce.
- Leadership potential with a proactive and collaborative approach.
- Adaptability in a fast-paced, high-volume environment.
- Detail-oriented, organized, and able to manage multiple priorities effectively