E-Commerce Customer Service Team Leader

• **Department:** E-Commerce / Customer Service**Employment Type:** Full-Time**Work Location:** Sta. Cruz, Manila
• **Salary Range:** Php 25,000.00 - Php 30,000.00
• **Job Overview**
• We are looking for an experienced and **decision-oriented E-Commerce Customer Service Team Leader** who will lead and manage our Customer Service Representatives handling customer concerns across **Shopee, Lazada, TikTok Shop, and other assigned e-commerce platforms**.
• The Team Leader will be responsible for the **daily supervision of the CSR team, quality checking of customer cases, escalation management, coaching, performance monitoring, and resolution of complex customer concerns**.
• A key responsibility of this position is to act as the **decision-maker for critical and escalated cases**, particularly involving **returns, refunds, replacements, damaged or incorrect items, delivery disputes, cancellations, and marketplace claims**.
• The ideal candidate must have a strong understanding of **e-commerce marketplace policies and seller protection/dispute processes** and be capable of determining whether a case should be approved, rejected, escalated, investigated further, or coordinated with another department.
• This is a hands-on leadership position for someone who understands both **customer service operations and e-commerce marketplace policies**.
• **Key Responsibilities1. Lead and Manage the E-Commerce CSR Team**
• Supervise the daily activities of the E-Commerce Customer Service Representatives.
• Assign and distribute customer cases and workload among team members.
• Monitor the team's pending cases and ensure concerns are addressed within required timelines.
• Ensure CSRs provide accurate, professional, and solution-oriented responses.
• Monitor team attendance, productivity, workload, and overall performance.
• Conduct regular team meetings, coaching, and performance discussions.
• Provide guidance to CSRs when they encounter difficult or unfamiliar customer cases.
• Support new team members through onboarding and process training.
• **2. Monitor Shopee, Lazada & Other Marketplace Cases**
• Regularly review and monitor customer cases across:
• **Shopee**
• **Lazada**
• **TikTok Shop**
• Other assigned e-commerce platforms
• Review cases involving:
• Return requests
• Refund requests
• Replacement requests
• Damaged products
• Wrong items received
• Missing items
• Incomplete orders
• Failed deliveries
• Delivery delays
• Order cancellations
• Product quality complaints
• Customer disputes
• Seller/buyer claims
• Platform-generated cases
• Payment-related concerns
• Other after-sales concerns
• Ensure that every case is properly investigated and handled according to **company policy and marketplace rules**.
• **3. Decision-Maker for Critical Cases**
• Act as the primary escalation point for complex or sensitive customer concerns.
• The Team Leader will determine the appropriate course of action for cases such as:
• **Refund approval**
• **Partial refund**
• **Full refund**
• **Replacement**
• **Return approval**
• **Return rejection**
• **Reshipment**
• **Order cancellation**
• **Customer compensation, when applicable**
• **Escalation to marketplace**
• **Escalation to management**
• **Investigation by Warehouse / Fulfillment**
• **Investigation by Logistics**
• **Investigation by other concerned departments**
• Before making a decision, the Team Leader must verify available evidence such as:
• Customer conversation
• Order information
• Product details
• Photos/videos submitted by customer
• Packing evidence
• Waybill information
• Delivery records
• Warehouse records
• Previous customer communication
• Marketplace case information
• Applicable platform policy
• The objective is to make **fair, accurate, and policy-compliant decisions** while protecting both the customer experience and the company's interests.
• **4. E-Commerce Policy & Dispute Management**
• Maintain strong working knowledge of **Shopee, Lazada, and TikTok Shop customer service and seller policies**.
• Stay updated on changes to marketplace rules, return/refund policies, dispute procedures, seller protection, and platform penalties.
• Review marketplace disputes and determine the appropriate response.
• Prepare and submit appropriate evidence for seller disputes and claims.
• Ensure that cases are filed within the required platform timelines.
• Identify cases where the company may be at risk of losing a dispute.
• Escalate high-value, sensitive, fraudulent, or potentially damaging cases to Management.
• Ensure CSRs follow marketplace policies when communicating with customers.
• **5. Case Investigation & Quality Checking**
• Conduct regular quality checks of CSR-handled cases.
• Review whether the CSR properly investigated the customer's concern before providing a resolution.
• Verify whether the correct policy was applied.
• Check the accuracy and completeness of customer responses.
• Identify incorrect decisions, unnecessary refunds, incorrect replacements, and improper escalations.
• Correct errors and provide immediate coaching.
• Maintain a record of recurring errors and training needs.
• **6. Return, Refund & Replacement Management**
• Oversee and monitor all significant return, refund, and replacement cases.
• Ensure CSRs properly determine:
• **Is the customer entitled to a refund?**
• **Should the item be returned first?**
• **Should the product be replaced?**
• **Is the concern caused by the warehouse, courier, seller, customer, or marketplace?**
• **What evidence is required?**
• **Does marketplace policy support the company's position?**
• **Should the case be escalated?**
• Ensure decisions are consistent, documented, and supported by evidence.
• **7. Coordination with Internal Departments**
• Work closely with:
• **Order Fulfillment / Warehouse**
• Verify packing and fulfillment issues.
• Investigate wrong, missing, incomplete, or damaged orders.
• Check packing evidence when available.
• Coordinate replacement or reshipment.
• **Logistics**
• Investigate delivery-related concerns.
• Coordinate failed deliveries, delays, damaged parcels, and delivery disputes.
• Verify courier-related information.
• **Inventory**
• Confirm product availability for replacement requests.
• Coordinate replacement items and stock availability.
• **Sales / E-Commerce Team**
• Escalate recurring customer or product concerns.
• Provide feedback regarding product complaints and customer behavior.
• **Accounting / Finance**
• Coordinate concerns involving approved refunds and financial adjustments.
• **Management**
• Escalate high-value, sensitive, fraudulent, or unusual cases.
• Provide recommendations for difficult customer cases.
• **8. CSR Performance Management**
• Monitor key CSR performance indicators, including:
• Response Time
• Resolution Time
• Customer Satisfaction
• Resolution Rate
• Case Accuracy
• Pending Cases
• Escalation Rate
• Refund Accuracy
• Return Processing Accuracy
• Customer Complaint Rate
• Marketplace Rating
• Chat Response Rate
• Case Backlog
• Productivity
• Prepare daily, weekly, and monthly performance reports when required.
• **9. Coaching & Training**
• Conduct regular coaching sessions with CSRs.
• Identify individual performance gaps.
• Develop corrective action and coaching plans.
• Train CSRs on:
• Marketplace policies
• Customer communication
• Return/refund procedures
• Dispute handling
• Case investigation
• Evidence gathering
• Escalation procedures
• Internal SOPs
• Conduct case reviews using actual customer situations as training examples.
• Ensure CSRs understand not only **what to do**, but also **why a particular decision should be made**.
• **10. SOP & Process Improvement**
• Develop and improve CSR SOPs, workflows, scripts, templates, and escalation procedures.
• Identify recurring customer complaints and determine their root causes.
• Recommend improvements to reduce:
• Repeat complaints
• Unnecessary refunds
• Incorrect replacements
• Customer escalations
• Marketplace disputes
• Case backlogs
• Establish clear escalation guidelines for CSRs.
• Create a structured **Return / Refund / Replacement Decision Matrix**.
• **11. Fraud & High-Risk Case Monitoring**
• Identify suspicious or unusual customer behavior.
• Monitor repeated refund, return, replacement, or missing-item claims.
• Review customer history when necessary.
• Identify possible abuse of marketplace return/refund policies.
• Escalate suspected fraudulent or high-risk cases to Management.
• Ensure decisions are based on evidence and applicable platform policies.
• **12. Customer Experience Management**
• Ensure customers receive timely, professional, and accurate responses.
• Handle highly escalated or sensitive customers when necessary.
• Maintain a balance between **customer satisfaction and company protection**.
• Ensure that CSRs do not make promises or commitments outside approved company policies.
• Identify opportunities to improve the overall customer journey.
• **Qualifications**
• Bachelor's degree in **Business Administration, Marketing, Management, Communications, or a related field** is preferred.
• At least **2–3 years of experience in Customer Service, E-Commerce Customer Service, Marketplace Operations, or related roles**.
• At least **1 year of experience as a Team Leader, Supervisor, Senior CSR, or equivalent leadership role**.
• Strong hands-on experience with **Shopee and Lazada** is highly preferred.
• Experience with **TikTok Shop** is an advantage.
• Strong knowledge of **e-commerce returns, refunds, replacements, cancellations, disputes, and seller claims**.

Experience handling high-volume customer cases

• Strong decision-making and problem-solving skills.
• Excellent written communication skills.
• Strong attention to detail.
• Comfortable reviewing evidence and making case-based decisions.
• Strong leadership and coaching skills.
• Able to work under pressure and manage multiple escalations simultaneously.
• Proficient in Google Workspace / Microsoft Office, particularly Excel or Google Sheets.
• **Highly Preferred Experience**
• Candidates with experience in the following are strongly encouraged to apply:
• E-Commerce Customer Service
• Shopee Customer Service
• Lazada Customer Service
• TikTok Shop Customer Service
• Marketplace Operations
• E-Commerce Operations
• Customer Service Team Leader
• Customer Service Supervisor
• Returns & Refunds
• Dispute Resolution
• Seller Claims
• Order Fulfillment
• After-Sales Support
• Online Retail
• E-Commerce Retail
• Experience using **Duoke, MiDuoke, SaleSmartly, customer service ticketing systems, CRM systems, or other omnichannel customer service tools** is an advantage.
• Pay: Php25,000.00 - Php40,000.00 per month

Benefits

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