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 Responsibilities1. 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**.
• Pay: Php20,000.00 - Php35,000.00 per month

Benefits

• Company Christmas gift
• Company events
• Employee discount
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee
• Work Location: In person