After-Sales Support Lead - Elevate Customer Experience

RZ Ecommerce Corporation; San Jose; On-site; PHP 201,000 - 357,000; Full time

Benefits offered by this job

Competitive salary

KPI incentives

Travel incentives

Govt. benefits (SSS, PhilHealth, Pag-I

Health & life insurance

Career growth

Coaching & development

Job summary

RZ Ecommerce Corporation is seeking an After-Sales Support specialist in San Jose Del Monte, Bulacan. You will own the post-purchase customer experience across platforms, resolving issues swiftly and professionally, while protecting revenue by minimizing refunds and cancellations.

You will identify root causes and collaborate with teams to improve processes. The role requires senior high school or higher, with preferred experience in eCommerce support.

Qualifications

• Experience in customer service, eCommerce support, or after-sales handling preferred.
• Strong communication skills (written and verbal) with professional tone.
• Ability to handle customer concerns calmly and professionally.
• Detail-oriented with accuracy in refunds and order validations.

Responsibilities

• Handle customer chats, tickets, and platform messages across all platforms.
• Respond to order concerns, delivery issues, and product questions using scripts.
• Process refunds, returns, and cancellations accurately and efficiently.
• Verify order details, reason codes, and supporting evidence before approval.
• Coordinate with warehouse/fulfillment for RTS, damaged, or incorrect orders.
• Identify and prevent fraudulent or abusive refund requests.
• Escalate recurring problems to supervisor for system fixes.
• Provide feedback to Operations, Listings, and Marketing teams.

Skills

Customer service

Communication

Problem solving

Attention to detail

Education

Senior High School or higher

College level or degree (advantage)

Tools

Google Workspace

Job description

RZ Ecommerce Corporation is seeking an After-Sales Support specialist in San Jose Del Monte, Bulacan. You will own the post-purchase customer experience across platforms, resolving issues swiftly and professionally, while protecting revenue by minimizing refunds and cancellations.

You will identify root causes and collaborate with teams to improve processes. The role requires senior high school or higher, with preferred experience in eCommerce support.