Customer Support Specialist – E-commerce, Phone, Chat, Email

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver prompt, professional, and customer-centric assistance via phone, chat, and email.

• Aid customers and business partners with inquiries concerning online orders, deliveries, accounts, and services.

• Determine root causes and offer precise and effective solutions.

• Investigate and resolve customer issues utilizing internal systems, tools, and available resources.

• Collaborate with internal teams and third-party delivery partners for support or escalation.

• Address delivery-related inquiries, such as order status, delivery challenges, address modifications, and other service requests.

• Record customer interactions, actions taken, follow-ups, and resolutions.

• Handle multiple inquiries across phone, chat, and email while ensuring quality, accuracy, and responsiveness.

• Adhere to established processes and protocols while exercising sound judgment for unique or complex issues.

• Recognize recurring problems and communicate customer feedback, trends, and insights to relevant teams.

• Stay informed about Promenade’s products, services, processes, and support tools.

• Achieve quality, productivity, accuracy, and customer experience goals.

• Engage in training, coaching sessions, team meetings, and process updates.

⛳️ Requirements

• Experience in customer service or support, ideally within e-commerce, retail, delivery, hospitality, or a similar field.

• Excellent verbal and written communication abilities.

• Proficient in handling interactions via phone, chat, and email.

• Strong active listening and problem-solving capabilities.

• Customer-oriented, patient, and professional when dealing with challenging situations.

• High attention to detail and accuracy.

• Comfortable navigating various systems and learning new technologies and processes.

• Ability to juggle multiple priorities in a fast-paced setting.

• Dependable, adaptable, and capable of working independently while also collaborating with a team.

• Experience in e-commerce or online marketplaces is advantageous, but not mandatory.

• Knowledge of order management or delivery support is beneficial, but not required.

• Multi-channel customer service experience is a plus, but not essential.

• Experience in supporting phone, chat, and email interactions is beneficial, but not required.

• Familiarity with working alongside third-party delivery providers is advantageous, but not required.

• Background in supporting restaurants, retail, florists, liquor stores, butcher shops, or pet stores is a plus, but not necessary.

🏝️ Benefits

• Fully remote work-from-home model.

• Advantages of being part of an established organization.

• Opportunities for career advancement.

• A positive, supportive, and performance-driven culture.

• Access to training and coaching sessions.

• Participation in team meetings and process updates.