Customer Service Representative (CSR) – E-Commerce & Social Media
Manila City, Metro Manila
Permanent
Full-time
21 days ago
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: commalax.ph 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. Show more Show less