Customer Support for Retail and Eccomerce Account

We are looking for a dedicated Customer Support for Retail and Ecommerce Account to join our customer service team. This is a full-time position based in Cebu, Central Visayas. In this role, you will be the voice of our company, providing exceptional support to retail and ecommerce customers whilst working in a dynamic call centre environment. You will be responsible for handling inbound and outbound customer inquiries, resolving issues promptly, and ensuring customer satisfaction. This position is integral to maintaining our reputation for outstanding customer service and supporting the growth of our retail and ecommerce operations.

Key responsibilities

• Answer inbound customer calls professionally and courteously, addressing inquiries related to retail and ecommerce products and services
• Resolve customer issues and complaints efficiently, escalating complex matters to management when necessary
• Process customer orders, returns, and refunds accurately whilst ensuring compliance with company policies
• Provide product information and recommendations to customers to enhance their shopping experience
• Maintain accurate records of customer interactions and transactions using the company's systems
• Achieve and maintain performance targets including call quality, average handle time and customer satisfaction metrics
• Identify and escalate customer concerns regarding product quality or service failures
• Assist with outbound calls for follow-ups, surveys or promotional campaigns as required
• Contribute to a positive team environment and support colleagues in delivering excellent customer service

What we're looking for

• Excellent communication skills with the ability to listen actively and respond empathetically to customer needs
• Proven experience in a customer service or call centre environment, preferably within retail or ecommerce
• Strong problem-solving skills and the ability to handle difficult situations with patience and professionalism
• Proficiency in using computer systems, CRM software and other customer service platforms
• Ability to multitask and manage multiple customer interactions efficiently whilst maintaining quality
• Strong organisational skills and attention to detail
• Flexibility to work in a shift-based environment, including potential weekend work
• High school diploma or equivalent; additional qualifications in customer service are advantageous
• Knowledge of retail or ecommerce operations is preferred but not essential

Apply now

If you are passionate about customer service and ready to make a positive impact in a fast-paced retail and ecommerce environment, we would love to hear from you. Please submit your CV and a cover letter outlining your relevant experience and why you would be an excellent fit for this role. Join our team today and become part of a team dedicated to excellence in customer support.