Customer Support Representative

Role Overview

As an E-Commerce Customer Support Representative , you will be the primary voice and advocate for our online shoppers across all Suyen Corporation brands (including Bench, Human, Kashieca, and our international partner brands). Your mission is to deliver seamless, empathetic, and efficient solutions to customer inquiries, complaints, and requests regarding their online shopping journey. Operating at the intersection of retail and customer care, you will turn challenging situations into opportunities to build lifelong brand loyalty.

Key Responsibilities

💬 Omnichannel Customer Assistance

• Manage and resolve customer inquiries, complaints, and feedback across multiple digital channels, including email, hotlines, live chat (Shopify/Magento), and marketplace platforms (Shopee, Lazada, TikTok Shop).
• Provide accurate and timely information regarding order statuses, delivery timelines, payment discrepancies, and ongoing online promotions.
• Assist customers with website navigation, sizing concerns, and technical issues during the checkout process.

📦 Issue Resolution & Ticket Management

• Efficiently log, track, and close customer support tickets using our internal Customer Relationship Management (CRM) tools or helpdesk software.
• Coordinate closely with the E-Commerce Warehouse, Logistics Coordinators, and Third-Party Logistics (3PL) partners to investigate and resolve issues like delayed shipments, damaged items, wrong items delivered, or missing parcels.
• Process and validate requests for returns, exchanges, refunds, and cancellations in strict accordance with company policies.

📊 Feedback Escalation & Quality Improvement

• Identify recurring customer pain points (e.g., common app bugs, stock errors, or delivery delays) and escalate them to the E-Commerce Operations and Technical teams to improve the overall user experience.
• Maintain a high standard of professional etiquette, empathy, and speed to meet departmental Key Performance Indicators (KPIs) such as First Response Time (FRT), Resolution Rate, and Customer Satisfaction (CSAT) scores.

Job Qualifications

• Experience: At least 1–2 years of experience in Customer Service, BPO (Voice or Non-Voice), or E-Commerce Customer Support . Experience handling retail or fashion e-commerce customer care is a massive advantage.
• Education: Bachelor’s degree in Communications, Marketing, Business Administration, Hospitality Management, or any related field. (Open to undergraduate candidates with strong corporate customer support experience).
• Skills: * Exceptional verbal and written communication skills in both English and Filipino.
• Proficiency in using helpdesk ticketing tools (e.g., Zendesk, Freshdesk, or Salesforce) and marketplace seller chat centers.
• Strong problem-solving, active listening, and conflict-resolution skills.
• Attributes: High emotional intelligence (EQ), patience, and the ability to maintain composure and professionalism when dealing with irate or demanding customers.
• Availability: Willingness to work on shifting schedules, which may include weekends, holidays, and peak e-commerce mega-campaign days (e.g., 11.11, 12.12).

What We Offer

• Competitive salary package with shift differentials (if applicable).
• Comprehensive health, medical, and life insurance (HMO).
• Generous employee discounts across Suyen Corporation's entire portfolio of retail clothing, beauty, and food brands.
• Continuous training in digital customer experience management and opportunities for upward career mobility within the E-Commerce Department.

About Suyen Corporation's E-Commerce Department

The E-Commerce Department at Suyen Corporation is the digital storefront of the Philippines' leading lifestyle empire. Because we value our customers' digital experience as much as their in-store experience, our Customer Support team serves as the vital heartbeat that ensures every digital interaction feels personal, helpful, and distinctly "Bench."