Customer Service Representative (CSR)

Role Summary

The CSR (E-Commerce) is responsible forsupporting the Customer Service team in managing customer inquiries, complaints, order concerns, returns, refunds, and aftersales requests across various e-commerce platforms. The role ensures that customer concerns are addressed promptly, accurately, and professionally while maintaining high service standards and customer satisfaction.

Key Responsibilities

• Support the CSR team in handling daily e-commerce customer inquiries and concerns.
• Monitor and manage customer complaints, order issues, returns, refunds, exchanges, and other aftersales requests.
• Ensure that customer inquiries and concerns are responded to accurately and within established response-time standards.
• Coordinate with Operations, Warehouse, Sales, Logistics, and other relevant departments to facilitate timely resolution of customer concerns.
• Monitor key team performance metrics, including response time, resolution rate, customer satisfaction, and overall service quality.
• Handle escalated, sensitive, and complex customer concerns and ensure appropriate resolution.
• Establish, improve, and implement customer service procedures, workflows, and service guidelines.
• Identify recurring customer issues and recommend process improvements to minimize complaints and enhance the overall customer experience.
• Prepare and submit regular reports covering customer concerns, aftersales cases, team performance, and resolution status.
• Conduct coaching, training, and performance feedback sessions to improve CSR productivity, communication, and service quality.
• Ensure compliance with company policies, e-commerce platform guidelines, and established customer service standards.

Qualifications

• Bachelor’s Degree in Business Administration, Marketing, Communications, or a related field.
• At least 1 year of relevant experience in Customer Service, E-Commerce (Shopee, Lazada & TikTok), Aftersales, or a related role.
• Excellent verbal and written communication skills.
• Strong customer service, analytical, and problem-solving abilities.
• Solid experience handling customer inquiries, complaints, returns, refunds, exchanges, and aftersales concerns.
• Familiarity with major e-commerce platforms and their customer service and aftersales processes.
• Strong organizational and time-management skills, with the ability to manage multiple concerns and priorities simultaneously.
• Ability to handle escalated customer concerns calmly, professionally, and effectively.
• Proficient in Microsoft Office, Google Workspace, and customer service, ticketing, or CRM systems.
• Highly organized, customer-focused, detail-oriented, and capable of working in a fast-paced e-commerce environment.
• Amenable to work onsite in Cubao, Quezon City with 6days a week shifting schedule

Pay: Php20,000.00 - Php25,000.00 per month

Benefits:

• Employee discount
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Work Location: In person