After-Sales Support Representative

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

Sales San Jose Del Monte, Bulacan Full-Time Competitive

Full-Time

About This Role

The After Sales Support role owns the entire post-purchase customer experience across all platforms, ensuring every customer interaction is handled with speed, accuracy, and professionalism.This role is critical in protecting revenue by minimizing refunds, returns, and cancellations while maintaining high customer satisfaction. You are not just resolving concerns—you are identifying issues, preventing losses, and strengthening customer trust.

What You'll Do

• Handle customer chats, tickets, and platform messages across all platforms.
• Respond to order concerns, delivery issues, and product-related questions using approved scripts.
• Maintain a professional, brand-aligned communication tone in all interactions.
• Process refunds, returns, and cancellation requests accurately and efficiently.
• Verify order details, reason codes, and supporting evidence before approval.
• Coordinate with warehouse and fulfillment teams for RTS, damaged, or incorrect orders.
• Identify and prevent fraudulent or abusive refund requests.
• Work closely with platform handlers for listing and product-related issues.
• Escalate recurring problems to the supervisor for system-level fixes.
• Coordinate with warehouse/fulfillment for delivery and order discrepancies.
• Identify recurring customer issues and root causes.
• Provide actionable feedback to Operations, Listings, and Marketing teams.
• Contribute to improving customer experience and reducing operational losses.

What We're Looking For

• At least Senior High School graduate; college level or degree is an advantage
• Experience in customer service, eCommerce support, or after-sales handling is preferred
• Strong communication skills (written and verbal) with a professional tone
• Ability to handle customer concerns, complaints, and difficult situations calmly
• Detail-oriented with strong accuracy in processing refunds and order validations
• Familiarity with eCommerce platforms (Shopee, Lazada, TikTok Shop) is a plus
• Basic knowledge of Google Workspace and computer systems
• High level of ownership, accountability, and integrity
• Ability to follow systems, scripts, and compliance processes strictly
• Problem-solving mindset with the ability to identify patterns and escalate issues

What You'll Get

• Competitive salary package
• Performance-driven cash incentives based on your KPI performance
• Travel incentives (local and international)
• Complete government-mandated benefits (SSS, PhilHealth, Pag-IBIG, 13th Month Pay)
• Health and Life insurance coverage to support your well-being
• Clear career growth opportunities within a fast-scaling company
• Continuous coaching and development under strong leadership
• A values-driven work environment aligned with integrity, excellence, and ownership
• A team that prioritizes people, growth, and long-term success
• Engaging company events that foster team bonding, recognition, and celebration
• Special employee gifts and recognition programs, including maternity and paternity gifts, birthday gifts, and event-based gifts for occasions like Mother’s Day, Father’s Day, Valentine’s Day and Christmas Basket.