Exceptional customer service and business process outsourcing for high-growth companies
E-commerce Customer Experience Representative – Seasonal
Location
Philippines
Posted
2 days ago
Salary
0
Seniority
Senior
Job Description
E-commerce Customer Experience Representative – Seasonal
Peak Support
• Provide omnichannel support via phone, email, live chat, and Freshdesk ticket management • Handle inquiries related to move-in logistics, delivery coordination, order status, account updates, returns, and billing • Resolve standard Tier I issues independently using SOPs and knowledge base resources • Escalate complex issues (medical/safety concerns, delivery failures, missing/damaged items, billing discrepancies) to Tier II with clear documentation • Maintain detailed and accurate ticket notes, following escalation pathways and communication guidelines • Prioritize accuracy and consistency over speed, especially during peak move-in periods • Coordinate with internal Operations teams as needed.
Job Requirements
- Strong emotional intelligence and resilience in high-volume, high-pressure environments
- Ability to deliver firm, policy-based responses with professionalism and empathy
- Excellent reading comprehension and attention to detail
- Technologically literate: confident with Windows 11, Microsoft 365, and CRM/ticketing systems
- Accurate data entry, documentation, and written communication skills
- Typing proficiency and ability to multitask across multiple systems
- Comfortable working in structured, SOP-driven environments
- Reliable and able to adhere to schedules during peak demand periods.
Benefits
- Work-from-Home PLUS model
- Opportunity for growth
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Role Description Scriveiner is entering its next chapter: building from a well-established, award-winning brand into a globally recognised name in accessible luxury. New markets, new product ranges, and a rapidly growing direct and retail footprint mean the business needs people who are as good at building systems as they are at running them. The Marketing & Ecommerce Assistant is the connective tissue of our marketing and commercial operations. This is the role that keeps the engine running: - Ensuring the Shopify catalogue is flawless. - Keeping the retailer pipeline active and accurately tracked. - Delivering weekly reporting that tells a clear, actionable story. It is not a support role. It is an ownership role. Scriveiner operates and sells globally, and as the brand expands into new markets, the coordination and localisation demands of this role will grow with it. 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• Own the overall marketing P&L for AU and US Shopify • Set and defend MER, CAC, blended ROAS, AOV, LTV, and revenue targets • Diagnose performance issues across the funnel and direct the team's response • Make data-driven decisions about budget allocation, channel mix, and growth priorities • Manage and develop four direct reports with weekly 1:1s, clear KPIs, and performance reviews • Set the team's weekly cadence: stand-ups, trading reviews, debriefs • Brief the media buyer on budget guardrails, kill/scale rules, and creative testing priorities • Brief the content creator on UGC angles, hooks, scenes, and deliverables • Hold the team accountable to deadlines, KPIs, and quality standards • Personally write and review creative briefs, test plans, and trading reports • Pull and interpret data across Shopify, GA4, Klaviyo, Meta Ads Manager, and Google Ads • Lead CRO improvements on product pages, checkout flow, and the mobile experience • Own product launch playbooks end-to-end — briefing, timing, channel sequencing, post-launch review • Improve email and SMS lifecycle flows in Klaviyo for retention, AOV, and LTV • Step into operational work during fires (creative fatigue, MER drops, stockouts, launches) • Deliver monthly reports to the founder team: MER trends, CAC/LTV trends, brand search volume, creative learnings, budget vs. plan, and key wins/losses • Review and challenge the media buyer's weekly performance reports • Communicate directly and proactively with the founder team

