E-Commerce Customer Support & Order Resolution Specialist

• **Job Overview**
• We are looking for an **E-Commerce Customer Support & Order Resolution Specialist** who will be responsible for handling customer concerns across multiple online marketplace accounts and ensuring that each concern is properly investigated, coordinated, and resolved.
• The position will serve as the **first-level support for customers** and will be responsible for determining the appropriate action before escalating concerns to the **Order Fulfillment Team, Warehouse, Inventory, Logistics, or other concerned departments**.
• This role is ideal for someone who is not only comfortable communicating with customers but also enjoys **investigating problems, checking order details, coordinating with internal teams, and finding the appropriate resolution**.
• The position will handle **multiple accounts under the same product category**, requiring strong organization, attention to detail, multitasking ability, and familiarity with e-commerce customer service processes.
• **Key ResponsibilitiesCustomer Support & Marketplace Management**
• Handle customer inquiries and concerns through **Shopee, Lazada, TikTok Shop, Facebook Marketplace, and other assigned platforms**.
• Respond to customer messages in a timely, professional, and solution-oriented manner.
• Assist customers with:
• Order status and tracking
• Product inquiries
• Delivery concerns
• Missing or incorrect items
• Damaged products
• Order cancellations
• Returns and refunds
• Replacement requests
• Other after-sales concerns
• Manage customer concerns for **multiple marketplace accounts** within the assigned product category.
• **Order Concern Investigation**
• Review the customer's order information before providing a resolution.
• Investigate concerns by checking available order records, fulfillment status, inventory information, shipping details, and other relevant information.
• Determine the possible source of the problem before escalating the concern.
• Collect necessary information such as **order numbers, screenshots, photos, tracking details, and customer statements**.
• Ensure that concerns are properly documented and endorsed with complete information.
• **Internal Coordination & Escalation**
• Coordinate with the **Order Fulfillment Team** regarding concerns related to:
• Picking and packing
• Incorrect or missing items
• Inventory availability
• Shipping preparation
• Waybill/order processing
• Fulfillment delays
• Coordinate with other departments when the concern is outside the scope of Order Fulfillment.
• Escalate only after conducting the necessary initial investigation.
• Clearly communicate the issue, findings, and required action to the concerned department.
• Follow up on unresolved cases and ensure that the customer receives an update.
• **Refund, Return & Resolution Handling**
• Evaluate customer concerns based on company policies and marketplace guidelines.
• Determine whether the concern requires further investigation, replacement, return, refund, or another appropriate resolution.
• Provide customers with clear instructions regarding the **return/refund process** when applicable.
• Coordinate with the appropriate internal team for cases requiring verification or approval.
• Ensure that customer concerns involving refunds and returns are properly documented.
• **E-Commerce Systems & Tools**
• Use marketplace seller centers and customer service/order management tools to monitor customer concerns.
• Utilize **Duoke** for customer service and order-related monitoring when applicable.
• Knowledge of **Duoke is an advantage but not required**.
• Maintain accurate records of customer concerns, escalations, and resolutions.
• Monitor pending cases to prevent delayed responses or unresolved customer concerns.
• **Customer Experience & Issue Prevention**
• Provide accurate and consistent information to customers.
• Prevent unnecessary escalation by investigating concerns before forwarding them to other teams.
• Identify recurring customer complaints and report common issues to the appropriate team.
• Provide feedback regarding recurring fulfillment, product, logistics, or customer service issues.
• Help improve the overall customer experience by identifying potential process improvements.
• **Qualifications**
• Senior High School graduate; **College level or College graduate is preferred**.
• Preferably with experience in **E-Commerce Customer Service, Customer Support, Marketplace Operations, Online Selling, or related roles**.
• Experience handling **Shopee, Lazada, TikTok Shop, Facebook Marketplace, or similar platforms** is an advantage.
• Knowledge of **Duoke is a plus but not required**.
• Strong written communication skills in English and Filipino.
• Good problem-solving and analytical skills.
• Able to investigate customer concerns and determine the appropriate next action.
• Detail-oriented and capable of checking information before providing a resolution.
• Able to handle **multiple accounts and customer conversations simultaneously**.
• Proficient in using computers, online platforms, spreadsheets, and web-based systems.
• Organized and capable of monitoring multiple pending cases.
• Customer-oriented, patient, and professional.
• Willing to learn e-commerce processes, marketplace policies, and internal systems.
• Pay: Php25,000.00 - 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