Customer Experience Coordinator

Join the enablesGROUP – Where Talent Meets Opportunity!

Why Join enablesGROUP?

Since 2016, enablesGROUP has been on a mission: to deliver high-quality operations and outsourcing services to every client, big or small.

Fast forward to 2026, we’ve grown our global footprint to serve 100+ clients and expanded into 4 key industries. At Enables Group, you’re not just joining a company – you’re joining a community that values growth, learning, and success. Check us out at www.enablesgroup.com.

At enablesGROUP, you’re not just joining a company – you’re joining a community that values growth, learning, and success.

We have market leading engagement scores and invest heavily in your Learning and Development, with a specific focus on enhancing your ability to leverage AI in your daily tasks.

Our Perks & Benefits include:

• Comprehensive health and life insurance starting Day 1, covering 2 eligible dependents.
• 20 leave credits for vacation and emergency.
• Endless opportunities for career advancement with annual performance reviews and salary increases.
• Company-provided laptop to set you up for success.
• Convenient office location in Pasig, at the heart of Manila, accessible to all.
• Loyalty rewards: Employees celebrating 5 years could receive a profit-sharing scheme.
• In-house learning & development programs with access to the latest in AI and technology.

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Job Title: Customer Experience Coordinator
Location: Ortigas, Pasig, PH
Work Schedule: Monday to Friday, 6:00 AM – 3:00 PM (Hybrid | 3x Onsite, 2x WFH)

JOB DETAILS:

Success in this role means delivering exceptional, on-brand service to every customer. You confidently manage inquiries across channels, solve problems with care and efficiency, and maintain a calm, professional tone - no matter the situation.

You’re detail-oriented, proactive, and thrive in fast-paced environments. You take ownership, communicate clearly, and know when to escalate. You work independently but contribute to a strong, supportive team culture. Ultimately, you help elevate the customer experience while embodying the brand’s values in every interaction.

The objectives – what you will be delivering

CUSTOMER EXPERIENCE – TICKET MANAGEMENT

• Respond to all customer inquiries and complaints via email, chat, and social media through Gorgias, ensuring timely and positive resolutions.

  • Investigate order and product issues thoroughly through all parties/platforms before responding to the customer, and ensure the customer is made aware of any delays in solutions/answers so they are never left waiting more than a day
  • Remain cool, calm and collected even at the most challenging times ensuring appropriate and professional tone / language is always used
  • Ensure grammar, spelling and tone is represented in all written correspondence and adopt pre-set macros in gorgias to streamline communications and ensure consistency
  • Take ownership of difficult or urgent customer situations and complaints to ensure the best outcome and escalate complex issues to line manager promptly when required
  • Share product feedback or issues internally with relevant departments such as Production, Design, Marketing, Retail and Online

• Support Marketing by responding to Instagram DMs in collaboration with the Social Media Coordinator.

• Flag consistent customer trends or system issues for review with relevant teams, including any discrepancies or queries about company policies.

• Process returns, exchanges, and payment inquiries.

• Identify and escalate potential fraudulent activity in the event that our fraud detection software (Forter & Shopify) does not identify this.

• Review and follow up on flagged orders, including address validation issues, verifying customer information as needed.

• Monitor orders that fail to import to AP21 and flag with the development team to push through as required.

FULFILLMENT & LOGISTICS

• Coordinate with warehouse, logistics, and IT teams to ensure on-time dispatch of orders.
• Assist with resolving delivery issues through third parties (Australia Post, DHL, UPS, local couriers).
• Help manage and fulfill orders across all sales platforms and systems.

SYSTEMS & PROCESS COMPLIANCE

• Ensure accurate use of customer service systems (e.g., Gorgias, AP21, Shopify, payment gateways).
• Maintain thorough and up-to-date customer records, case notes, and logs.
• Comply with company policies and procedures related to customer data, fraud, and transactions.
• Contribute to improving SOPs and internal customer service documentation as needed.

TEAMWORK & COMMUNICATION

• Communicate respectfully and effectively with colleagues and other departments.
• Collaborate openly, sharing ideas, insights, and solutions to improve the customer experience.
• Support team members when needed and contribute to a positive, honest, and compassionate team culture.
• Build strong working relationships with marketplace partners and third-party providers.

The skills – what you bring

• Proven experience in customer support or a similar service-oriented role.
• Confident using Customer Relationship Management (CRM) platforms – Gorgias, Shopify, Klaviyo, Zendesk.
• Solid understanding of global postal carriers – experience with DHL International and UPS preferred.
• Familiarity with fraud prevention tools is an advantage, but not essential.
• Experience managing payments, processing refunds, and using gateways such as Shopify Payments and PayPal.
• Proficient in Microsoft Office Suite – particularly Outlook, Word, and Excel.
• Excellent problem-solving ability and critical thinking skills.
• Strong written and verbal communication – clear, concise, and brand-aligned.
• Highly organized, with strong time management and a solution-focused approach.
• Self-sufficient, proactive, and shows strong initiative.
• Strong attention to detail with a high level of accuracy and output.
• Experience in a retail or FMCG environment is highly valued.