E-Commerce Customer Service Representative (Marketplace / Online Orders)

Department: E-Commerce / Customer Service
Employment Type: Full-Time
Work Location: Sta. Cruz, Manila

Job Overview

We are looking for a customer-focused and detail-oriented E-Commerce Customer Service Representative who will serve as the first point of contact for customers with concerns regarding their orders, products, deliveries, returns, refunds, and other transactions made through our online platforms.

The role will handle multiple e-commerce accounts within the same product category, requiring the ability to manage several customer conversations and order concerns simultaneously while maintaining accuracy and professionalism.

The E-Commerce Customer Service Representative is expected to understand, investigate, and properly assess customer concerns before escalating them to the appropriate department. When an issue involves order processing, inventory, packing, shipping, or fulfillment, the CSR will coordinate with the Order Fulfillment Team or other concerned departments to verify the situation and obtain the appropriate resolution.

The goal is not only to respond to customers, but to identify the actual cause of the concern, coordinate internally, and provide the customer with a clear and appropriate resolution before the concern escalates into a complaint or negative customer experience.

Key Responsibilities

1. Customer Service & Online Chat Management

• Respond promptly and professionally to customer inquiries through Shopee, Lazada, TikTok Shop, Facebook Marketplace, and other assigned online platforms.

• Handle customer concerns regarding:

  • Order status and order tracking
  • Product availability and information
  • Shipping and delivery
  • Missing or incorrect items
  • Damaged items
  • Order cancellations
  • Returns and refunds
  • Product replacement or other after-sales concerns

• Maintain a professional, helpful, and customer-oriented approach in all customer interactions.

• Provide accurate information based on available system records and company procedures.

2. Customer Concern Investigation

• Act as the first-level investigator for customer concerns before escalating the issue to another department.

• Review the customer's order details, order status, tracking information, product information, and other available records.

• Determine whether the concern is related to:

  • Customer order details
  • Warehouse/fulfillment
  • Inventory
  • Packing
  • Courier/logistics
  • Product quality
  • Marketplace/system issues
  • Other internal processes

• Gather complete information, screenshots, order numbers, and other supporting details when necessary.

• Avoid unnecessary escalation by first verifying the facts and identifying the appropriate next step.

3. Coordination with Order Fulfillment & Other Departments

• Coordinate with the Order Fulfillment Team regarding concerns involving picking, packing, inventory, shipping, waybills, and order processing.
• Endorse concerns to the appropriate department when the issue requires further investigation or action.
• Clearly communicate the customer's concern and provide complete supporting information to the concerned team.
• Follow up on pending concerns to ensure that customers receive a timely response.
• Monitor escalated concerns until the appropriate resolution has been provided.

4. Returns & Refund Processing

• Assess customer concerns based on company policies and marketplace procedures.
• Advise customers regarding the appropriate return, refund, replacement, or other resolution process when applicable.
• Ensure that refund or return recommendations are properly supported by the order details and company guidelines.
• Coordinate with the appropriate internal team when further verification is required.
• Properly document cases involving refunds, returns, damaged products, incorrect items, or other after-sales concerns.

5. E-Commerce Platform & System Management

• Manage customer inquiries and order-related concerns across multiple marketplace accounts.
• Use Duoke or other customer service/order management systems to monitor and manage customer concerns.
• Maintain accurate records and case information in the assigned system.
• Monitor pending customer concerns and ensure that no customer inquiry is left unattended.
• Familiarity with Duoke is an advantage, but not required; training will be provided to qualified candidates.

6. Customer Experience & Issue Prevention

• Identify recurring customer complaints and common order-related issues.
• Report repeated concerns to the appropriate team for possible process improvement.
• Help prevent customer concerns from escalating by providing timely, accurate, and solution-oriented responses.
• Maintain a positive customer experience while following company policies and marketplace guidelines.

Qualifications

• At least Senior High School graduate; College level or College graduate is an advantage.
• With experience in Customer Service, E-Commerce, Online Selling, Marketplace Operations, or related roles is preferred.
• Experience handling Shopee, Lazada, TikTok Shop, Facebook Marketplace, or similar e-commerce platforms is an advantage.
• Knowledge of Duoke is a plus but not required.
• Strong written communication skills, particularly in English and Filipino.
• Good problem-solving and investigation skills.
• Detail-oriented and able to verify information before providing a resolution.
• Able to handle multiple customer conversations and multiple e-commerce accounts simultaneously.
• Comfortable working with computers, online platforms, spreadsheets, and customer service systems.
• Organized and capable of monitoring multiple pending concerns.
• Patient, professional, and customer-oriented.
• Willing to learn company processes, marketplace policies, and internal systems.
• Able to work in a fast-paced e-commerce environment.

Preferred Skills

• E-Commerce Customer Service
• Marketplace Customer Support
• Shopee / Lazada / TikTok Shop
• Order Tracking
• Order Fulfillment Coordination
• Returns & Refunds
• Customer Complaint Handling
• Case Investigation
• Warehouse Coordination
• Logistics Coordination
• Duoke / Order Management System
• Microsoft Excel / Google Sheets
• Multitasking and Case Monitoring

Key Performance Indicators (KPIs)

The position may be evaluated based on:

• Customer Response Time
• Customer Resolution Rate
• Accuracy of Customer Information Provided
• Proper Investigation & Escalation
• Resolution Turnaround Time
• Pending/Unresolved Customer Cases
• Refund & Return Processing Accuracy
• Customer Satisfaction
• Order Concern Escalation Accuracy
• Compliance with Marketplace and Company Policies

Why Join Us?

Join a growing e-commerce team where you will gain hands-on experience in customer service, marketplace operations, order fulfillment, returns and refunds, and multi-account e-commerce management.

This role is suitable for candidates who enjoy helping customers, solving problems, investigating order issues, and coordinating with different teams to find the right solution.