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-oriented assistance via phone, chat, and email.

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

• Diagnose root causes and offer precise, effective solutions.

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

• Collaborate with internal teams and third-party delivery partners when escalation is necessary.

• Address delivery-related concerns, including 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 procedures while applying sound judgment to unique or complex concerns.

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

• Keep current knowledge of Promenade’s products, services, processes, and support tools.

• Fulfill quality, productivity, accuracy, and customer experience standards.

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

• Provide back-office support related to website management, content updates, and other e-commerce activities.

⛳️ Requirements

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

• Excellent verbal and written communication skills.

• Proficient in managing phone, chat, and email communications.

• 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 multiple systems and learning new technologies and processes.

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

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

• E-commerce or online marketplace experience is advantageous but not mandatory.

• Experience in order management or delivery support is beneficial but not essential.

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

• Experience in supporting phone, chat, and email communications is advantageous but not essential.

• Familiarity with third-party delivery providers is beneficial but not essential.

• Experience supporting restaurants, retail stores, florists, liquor stores, butcher shops, or pet stores is a plus but not required.

🏝️ Benefits

• Fully remote work-from-home arrangement.

• Advantages of working for a well-established organization.

• Opportunities for professional growth.

• Positive, supportive, and performance-oriented culture.

• Access to training and coaching sessions.

• Participation in team meetings and process updates.

• Support in building rewarding, long-term careers.