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E-Commerce Customer Service Representative
Location
Philippines
Posted
3 days ago
Salary
$2.3K - $2.5K / month
Seniority
Senior
Job Description
E-Commerce Customer Service Representative
RunRemote
• Deliver exceptional customer service via email, phone and live chat. • Manage orders, returns, refunds, shipping, and administrative updates with accuracy. • Respond to product enquiries, using fitment guides and brand resources to provide accurate recommendations. • Investigate “Where is my order?” (WISMO) queries, including follow-ups with shipping providers. • Apply goodwill gestures, such as credits, in line with customer satisfaction guidelines. • Maintain up-to-date records across systems and processes, using Salesforce Service Cloud. • Participate in daily check-ins with the second-in-command and team meetings via Slack/video call. • Collaborate with the onshore Customer Service team, escalating complex issues as needed. • Build strong customer loyalty and retention by delivering personalised, solution-focused service and ensuring customers feel valued throughout their journey. • Upsell and promote in-house brands by recommending suitable products and highlighting their value to drive repeat purchases. • Uphold the company’s casual, down-to-earth tone across all brands. • Continuously learn, adapt, and improve workflows to enhance efficiency and service quality.
Job Requirements
- At least 5 years of customer service experience in an online retail or e-commerce environment.
- Excellent written English with the ability to adapt your communication style across different brands and customer types.
- Strong experience handling customer enquiries through email and live chat.
- Experience using Salesforce, Gorgias, and other CRM/ticketing platforms such as Zendesk or Intercom.
- Excellent attention to detail with strong documentation and follow-up skills.
- Ability to prioritize tasks, meet KPIs, and perform well under pressure.
- A proactive, positive attitude with strong problem-solving skills.
- A collaborative mindset and willingness to contribute to a supportive team environment.
- Flexibility to work across Australian time zones, including holidays and weekends if required.
Benefits
- Great opportunities for career growth
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