Customer Service Representative (Ecommerce Account)

Work Arrangement

• Onboarding: 2 to 4 weeks onsite training and onboarding
• Work Setup: Transition to a fully remote work arrangement upon successful completion of onboarding
• Salary: ₱40,000 Salary Package

Position Overview

The Ecommerce Customer Service Representative is responsible for delivering a high-quality customer experience across online sales channels. The role involves a combination of customer support and order management responsibilities, while also providing opportunities for light upselling and product recommendations when appropriate.

The successful candidate will primarily work within Shopify, Zendesk, and other customer service applications that integrate with Shopify to ensure efficient and effective customer support operations.

Key Responsibilities

Customer Support

• Respond to customer inquiries via email, chat, phone, and social media in a professional and timely manner.
• Resolve customer concerns related to products, orders, shipping, returns, and refunds.
• Provide accurate product information and guidance to help customers make informed purchasing decisions.
• Identify opportunities for light upselling and cross-selling based on customer needs and product suitability.

Order Management

• Process and monitor customer orders within Shopify.
• Handle order modifications, cancellations, returns, exchanges, and refunds in accordance with company policies.
• Track shipments and proactively communicate updates, delays, or issues to customers.
• Coordinate with internal teams to resolve fulfillment, inventory, and shipping concerns.

Customer Experience

• Maintain a friendly, helpful, and brand-aligned approach in all customer interactions.
• Accurately document customer interactions and case details within Shopify and related systems.
• Escalate complex or sensitive concerns to the appropriate Beauty4U or Intelassist contact when necessary.
• Contribute to a positive team environment and support efforts to continuously improve customer service processes.

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Qualifications

Education

• Bachelor's degree in any related field is preferred.

Experience

• At least 5 years of customer service experience in an ecommerce environment.
• Experience supporting US-based customers and adapting communication styles to align with US business culture and customer expectations.
• Prior experience in the beauty, cosmetics, skincare, personal care, hair extensions, wigs, or related industries is highly preferred.
• Experience handling returns, refunds, exchanges, and order-related concerns in an ecommerce setting.

Technical Skills

• Proficiency in Shopify, Zendesk, and/or other customer service platforms.
• Ability to manage multiple communication channels, including email, chat, phone, and social media, while maintaining service quality.

Core Competencies

• Excellent written and verbal English communication skills.
• Strong attention to detail and organizational skills.
• Effective problem-solving and decision-making abilities.
• Ability to work independently in a remote environment.
• Customer-centric mindset with a commitment to delivering exceptional service.