E-commerce Customer Service Representative
S
SourcefitE-commerce
Eastwood Quezon City, PH, Monday to Friday | 8 AM to 5 PM Pacific Standard TimeFull-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Languages
- Excellent written and spoken English
- Experience
- At least 3 years of customer service experience, including at least 1 year of experience supporting e-commerce, online retail, order management, or delivery-related accounts.
- Required Skills
- ShopifyProblem SolvingCustomer service
Requirements
- At least 3 years of customer service experience, including at least 1 year of experience supporting e-commerce, online retail, order management, or delivery-related accounts.
- Excellent written and spoken English communication skills.
- Strong customer-service, interpersonal, and relationship-management skills.
- Experience communicating with US-based customers is preferred.
- Experience handling order inquiries, delivery concerns, shipping delays, complaints, or post-sale support.
- Familiarity with Amazon, Shopify, Wayfair, or similar e-commerce platforms is preferred.
- Experience coordinating with couriers, shipping providers, carriers, or logistics teams is an advantage.
- Strong problem-solving and conflict-resolution skills.
- Ability to remain calm, professional, and empathetic when handling complaints, delayed deliveries, or negative reviews.
- Willingness and ability to work during US Pacific Standard Time hours.
Responsibilities
- Provide timely, professional, and customer-focused support primarily through email and, when necessary, outbound calls.
- Contact customers before delivery to confirm the delivery schedule, delivery address, and readiness to receive their order.
- Ensure that customers are properly informed about their order and delivery status.
- Coordinate with shipping providers to investigate delayed, abnormal, or unsuccessful deliveries.
- Keep customers updated regarding delivery issues, expected timelines, and the next steps needed to resolve concerns.
- Respond to basic post-delivery questions, including general installation and product troubleshooting concerns.
- Escalate complicated installation, troubleshooting, delivery, or customer-service concerns to management.
- Contact customers who leave negative reviews to understand the situation and help identify an appropriate resolution.
- Conduct pre-sale or post-sale customer calls when required to confirm customer satisfaction.
- Proactively check that customers are satisfied with their purchase, delivery experience, and overall interaction with the company.
View Full Description & ApplyYou'll be redirected to the employer's site
