Customer Service Specialist

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 enablesGroup, 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.
• A total of 19 leave credits.
• 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 Service Specialist
Location: Ortigas, Pasig, PH
Work Schedule: Thursday to Monday, 12:00 PM – 9:00 PM Weekdays | Weekends 9:00 AM - 5:00 PM (Hybrid | 3x Onsite, 2x WFH)

JOB DETAILS
We are seeking a compassionate and customer-focused Customer Service Specialist. Customer Experience (CX) Support will support the CX team with responding to customer enquiries in a timely and professional manner. This role will assist with customer communication and ensure that our customers are provided with a best-in-class online shopping experience.

This role is vital to ensuring exceptional customer satisfaction and upholding the values of our fitness-driven community. If you’re passionate about helping others and thrive in a dynamic environment, we’d love to have you on our team.

Key Responsibilities:

• Responding to all customer inquiries via Gorgias, including but not limited to emails, live chat and social media channels in a timely and professional manner. Inquiries will be related to products, orders, shipping, returns, and general support.
• Identifying opportunities to recommend additional products or services that enhance customer experience and drive sales through meaningful value-based conversations.
• Understanding and effectively communicating product features, benefits, and policies to customers.
• Continuously improving knowledge of products, services, and industry trends to better assist customers.
• Collaborating with other team members to resolve complex customer issues and escalations.
• Maintaining a positive and empathetic attitude toward customers while working to resolve their issues.
• Adhering to established performance metrics and goals related to response time, resolution rate, customer satisfaction, and more.
• Adapting quickly to changes in procedures, technology, and customer needs.
• Participating in regular team meetings and training sessions.
• Process orders, returns, and exchanges efficiently to maintain a seamless shopping experience.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Stay updated on product offerings, promotions, and policies to provide accurate assistance.
• Collaborate with internal teams to address customer concerns and enhance service quality.
• Identify and report customer trends, contributing to service and product improvements.
• Ensure all customer communications is on brand, using the MSCR tone of voice and follow brand guidelines. Represent the brand with professionalism, empathy, and a positive attitude in all interactions.

Qualifications:

• Prior customer service experience, ideally in e-commerce or retail.
• Strong verbal and written communication skills with a natural ability to empathize.
• Mandatory 1-2 years’ experience using Shopify and Gorgias
• Problem-solving mindset with a calm and diplomatic approach to challenges.
• Proficiency in CRM tools, Microsoft Office, and general computer skills.
• Ability to multitask, prioritize, and thrive in a fast-paced environment.
• Keen attention to detail for accurate order and data management.