E-Commerce Customer Service Representative

New

D2BBeauty and Skincare

Manila, Metro Manila, Philippines, 9:00 AM to 6:00 PM AESTFull-TimeMiddle

Salary50,000 - 55,000 PHP per month

Apply NowOpens the employer's application page

Job Details

At least 2 years of experience in a customer service role within the FMCG or beauty products industry
Genuine familiarity with skincare and/or beauty products, including the ability to confidently discuss ingredients, routines, and product suitability
Hands-on experience with Shopify for order management and customer lookups
Experience using Gorgias or a similar helpdesk platform (e.g., Zendesk, Freshdesk, Re:amaze)
Strong written English communication skills with a warm, on-brand tone
Ability to work independently while collaborating effectively with a remote team across time zones
Customer-first mindset with a high level of empathy, professionalism, and attention to detail

Respond to customer enquiries promptly and professionally via Gorgias across email, chat, and other integrated channels
Provide expert product advice and personalised recommendations based on customer needs, skin type, and product knowledge
Manage order-related concerns including tracking, delays, cancellations, returns, refunds, and replacements
Coordinate with the Melbourne-based Customer Service agent and wider team to ensure consistent and aligned customer experiences
Identify and escalate recurring customer concerns, complaints, or emerging trends to the relevant team members
Maintain accurate customer interaction records within Gorgias and Shopify
Support the team during promotional periods and campaign launches with timely and high-quality responses
Stay up to date with product launches, ingredients, and brand messaging to ensure accurate and on-brand communication

View Full Description & ApplyYou'll be redirected to the employer's site