E-commerce Customer Service Representative

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

📋 Description

• Deliver prompt, professional, and customer-centric assistance mainly via email and occasional outbound calls.

• Verify delivery schedules, addresses, and customer readiness ahead of delivery.

• Update customers regarding their order and delivery status.

• Collaborate with shipping providers concerning delayed, unusual, or unsuccessful deliveries.

• Keep customers informed about delivery challenges, timelines, and resolution processes.

• Address basic installation and product troubleshooting inquiries.

• Refer complex issues to management for further handling.

• Reach out to customers who leave negative feedback and assist in finding solutions.

• Perform pre-sale and post-sale calls as necessary.

• Actively assess customer satisfaction regarding purchases and delivery experiences.

• Provide support for customers on platforms including Amazon, Shopify, Wayfair, and other e-commerce channels.

• Adhere to training materials, standard operating procedures, and escalation protocols.

• Manage complaints and dissatisfied customers with professionalism and empathy.

⛳️ Requirements

• Minimum of 3 years in customer service, with at least 1 year in e-commerce, online retail, order management, or delivery-related roles.

• Exceptional written and verbal English communication skills.

• Preference for experience in communicating with customers based in the US.

• Strong customer service, interpersonal, and relationship management abilities.

• Comfortable providing support predominantly through email and occasional outbound calls.

• Experience addressing order inquiries, delivery issues, shipping delays, complaints, or post-sale support.

• Familiarity with Amazon, Shopify, Wayfair, or similar e-commerce platforms is preferred.

• Advantageous to have experience coordinating with couriers, shipping providers, carriers, or logistics teams.

• Strong problem-solving and conflict resolution capabilities.

• Ability to maintain composure, professionalism, and empathy when dealing with complaints, delayed deliveries, or negative reviews.

• Keen attention to detail regarding customer information, delivery addresses, schedules, and order specifics.

• Strong organizational, communication, and follow-up skills.

• Capability to deliver clear, accurate, and timely updates to customers.

• Ability to discern when to resolve issues independently and when to escalate them.

• Willingness and ability to work during US Pacific Standard Time hours.

• Eagerness to learn the company’s products, processes, systems, training materials, and standard operating procedures.

🏝️ Benefits

• Work from home.

• Training provided.

• Access to standard operating procedures and training materials.

• Schedule: Monday to Friday, 8 AM to 5 PM Pacific Standard Time.

• Observance of US Holidays.