Customer Service Representative - E commerce

About the role

You will handle customer concerns across multiple channels, with a focus on complex complaints and escalations, including those endorsed through the Department of Trade and Industry (DTI). The role requires both customer-facing expertise and strong back-end case management to ensure timely, compliant resolutions.

Key responsibilities

• Manage customer inquiries and complaints via chat, email, and phone
• Investigate and resolve disputes related to orders, payments, refunds, and deliveries
• Handle escalated and high-risk cases, including DTI-endorsed complaints
• Coordinate with internal teams (logistics, sellers, payments, etc.) to resolve complex issues
• Maintain accurate documentation and ensure adherence to SLAs and regulatory requirements
• Prepare formal responses, documentation, and supporting evidence for DTI cases
• Support or participate in mediation/conciliation processes
• Identify trends and recommend improvements based on complaint data

About you

• At least 2 years of experience in customer service, preferably in e-commerce
• Proven experience handling chat, email, and phone support
• Strong communication, problem-solving, and conflict resolution skills
• Fluent in English and Filipino
• Experience directly handling DTI-endorsed complaints and customer disputes
• Ability to communicate professionally with customers and regulatory officers
• Strong de-escalation skills for sensitive and high-risk cases
• Strong documentation and case tracking skills (audit-ready)
• Ability to coordinate with internal teams to gather information and resolve disputes
• Familiarity with DTI timelines, processes, and compliance requirements