Customer Service Representative (E-Commerce Experience)
- Ortigas Center, Pasig City
- Permanent
- Full-time
We are seeking a proactive and customer-focused Customer Service Representative to join our team. This role is critical in ensuring that customers receive timely, accurate, and professional support across multiple platforms. The ideal candidate will have prior experience in a product-based or eCommerce business, with a strong ability to resolve customer concerns, coordinate with internal teams, and maintain high standards of service.Key Responsibilities
- Respond promptly and professionally to customer inquiries via email, chat, and phone.
- Handle issues related to orders, returns, product details, shipment confirmations, and warranty claims across platforms such as Amazon, DTC, Home Depot, Wayfair, and others.
- Provide product installation guidance and support with order entry.
- Accurately document and maintain case records in HelpScout, following SOPs for escalation and resolution.
- Collaborate with logistics, sales, and warehouse teams to resolve fulfillment or product-related issues.
- Manage customer communication through email, supplier channels, and platform-specific portals.
- Ensure every interaction reflects the company's values and commitment to customer satisfactions.
- Provide clear and accurate follow-up timelines for customer responses.
- Monitor, manage, and prioritize assigned ticket buckets to ensure timely resolution.
- Complete all assigned tickets by end of day.
- Support the Customer Service Manager with miscellaneous tasks and special projects as needed.
- Proven 3+ years of customer service experience within a product-based or eCommerce business is required.
- Strong communication skills (verbal and written) with the ability to handle multiple channels of communication.
- Experience working with platforms such as Amazon, Wayfair, and DTC is highly preferred
- Familiarity with HelpScout or similar ticketing systems.
- Strong problem-solving and organizational skills, with keen attention to detail.
- Ability to work collaboratively with cross-functional teams in logistics, sales, and warehouse operations.
- Highly reliable, able to manage time effectively, and committed to meeting daily deliverables.