E-Commerce Operations & Support Specialist

Note: This is a 6-day-a-week shift

Who we are:

Stable. Supportive. Success-driven. eFlexervices is a premier BPO company with a 25-year track record of excellence. We don't just fill seats; we invest in human potential. We are dedicated to finding the perfect fit for your skills and helping you optimize your career performance. If you're looking for a company that values exceptional quality and operates on a foundation of trust, you belong at eFlex.

What we are looking for:

Are you ready to take your expertise to the next level? At eFlexervices, we're not just hiring a Marketplace Operations & Trust Specialist – we're empowering your talent to deliver quality and performance. Join us in shaping success and making an impact that truly matters.

Summary

We are seeking a proactive, highly organized, and detail-oriented Marketplace Operations & Trust Specialist to support a fast-growing, peer-to-peer US e-commerce marketplace centered around authenticity, trust, and community.

In this hands-on role, you will take direct ownership of daily marketplace operations, support sellers and buyers, and ensure an exceptional end-to-end customer experience. This position is ideal for a self-starter who thrives on accountability, communicates effectively, and can independently identify and resolve operational issues without constant supervision.

What you’ll be doing:

1. New Seller Onboarding & Engagement

• Monitor new sellers joining the company.
• Send personalized welcome texts and introduce sellers to the platform.
• Answer questions about listing, shipping, payouts, and marketplace policies.
• Help new sellers feel supported and encourage them to successfully list and sell their fragrances.

2. Marketplace Authenticity Monitoring

• Regularly scan new listings for potential counterfeit products or suspicious activity.
• Follow established brand-specific guidelines and internal risk checklists.
• Identify listings that require additional verification, including receipts or additional photos.
• Reach out to sellers professionally to request supporting documentation.
• Escalate higher-risk cases to senior team members when necessary.

3. Delivery Confirmations & Order Tracking

• Monitor delivered orders and follow up with buyers to confirm receipt using the Claude/Quo connector.
• Update order statuses and delivery confirmations within our internal systems.
• Ensure delivery-related workflows are completed accurately and on time.
• Flag discrepancies or orders requiring additional attention.

4. Delivery Issues & Dispute Resolution

• Handle buyer inquiries involving missing, damaged, inauthentic, or incorrectly delivered items.
• Investigate issues by reviewing order details, tracking information, and customer communication.
• Work directly with customers to resolve straightforward issues independently.
• Organize and escalate more complex cases to senior team members with clear documentation and recommended next steps.
• Ensure issues are tracked through resolution.

5. Internal Systems & Operations

• Become proficient in Quo, our customer communication platform.
• Manage incoming and outgoing customer texts efficiently.
• Maintain accurate records of customer interactions and case statuses.
• Follow established workflows while identifying opportunities to improve efficiency.

Qualifications and Requirements:

• At least 2 years of experience in Customer Support, Customer Success, E-Commerce Operations, or Marketplace Moderation.
• Excellent written communication skills with a friendly, professional tone.
• Strong attention to detail and organizational skills.
• Comfortable managing multiple conversations and tasks simultaneously.
• Ability to follow procedures and make sound independent decisions.
• Proactive problem-solver who doesn't need constant direction.
• Comfortable learning new tools and software quickly.
• Customer support, marketplace operations, or e-commerce experience preferred.
• Interest in fragrances is a plus, but not required.

What Success Looks Like:

• New sellers receive timely, personalized welcomes and support.
• Marketplace listings are consistently reviewed for authenticity concerns.
• Delivered orders are monitored and confirmed promptly.
• Customer issues are resolved efficiently, with minimal unnecessary escalation.
• Quo conversations are organized, responsive, and properly documented.
• The senior team spends less time handling routine operational tasks.

The Ideal Candidate:

We're looking for someone who can become a reliable owner of day-to-day marketplace operations. Someone who sees an issue, takes initiative, follows through, and knows when to escalate. The goal is simple: keep our marketplace safe, our sellers supported, and our buyers happy.

Pay: Php35,000.00 - Php40,000.00 per month

Benefits:

• Company events
• Opportunities for promotion
• Promotion to permanent employee
• Work from home

Application Question(s):

• How many years of experience do you have in customer support/customer success?
• How many years of experience do you have in e-commerce operations?
• How many years of experience do you have with marketplace moderation?
• What are some dialers you have experience with? For example: Quo, Dialpad, Google Voice, RingCentral.
• Are you amenable to work on a graveyard shift?
• What is your expected salary?
• Are you fully available and committed to working a 6-day workweek schedule?

Work Location: Remote