BGC - Customer Service Representative (E-commerce)

Tap Growth ai; Philippines; On-site; PHP 268,000 - 469,000; Full time

Benefits offered by this job

Career development

People-first culture

Dynamic, fast-paced environment

Job summary

Ubiquity is seeking a Customer Service Representative (E-commerce) to deliver timely support via voice, chat, and email, assisting customers with orders, payments, deliveries, returns, refunds, and account concerns.

You will coordinate with sellers, couriers, and internal teams; document interactions in systems; use Zendesk, Freshdesk, Mirakl, Pronto, Outlook, MS Office, and MS Teams; adapt to day shifts and maintain high customer satisfaction.

Qualifications

• 6+ months of eCommerce customer service experience.
• Experience supporting AU/US/UK eCommerce accounts is highly preferred.
• Experience with voice, chat and email customer channels.
• Proficiency with Zendesk, Freshdesk and related tools.
• Strong written and verbal communication and multitasking abilities.

Responsibilities

• Provide timely and professional support through voice, chat and email.
• Assist customers with orders, payments, deliveries, returns and refunds.
• Handle inquiries from initial contact through resolution while maintaining a positive experience.
• Process and monitor orders, status, cancellations, returns and updates.
• Coordinate with sellers, couriers and internal teams to resolve issues.
• Document interactions and resolutions using designated systems.
• Use eCommerce platforms like Zendesk, Freshdesk, Mirakl, Pronto, Outlook and MS Office/MS Teams.
• Follow established processes and escalate complex issues as needed.
• Maintain accuracy, professionalism and customer satisfaction; adapt to a shifting schedule.

Skills

Customer support

Written communication

Verbal communication

Multitasking

Tools

Zendesk

Freshdesk

Mirakl

Pronto

Outlook

MS Office

MS Teams

Job description

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As aCustomer Service Representative (E-commerce), you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You’ll Do:

Provide timely and professional customer support through voice, chat, and email channels.

Assist customers with orders, product inquiries, payments, deliveries, returns, refunds, and account concerns.

Handle customer concerns from initial inquiry through resolution while maintaining a positive customer experience.

Process and monitor orders, including order status, cancellations, returns, exchanges, and delivery updates.

Coordinate with internal teams, sellers, couriers, and other stakeholders to resolve customer and order-related issues.

Accurately document customer interactions, transactions, and resolutions using designated systems.

Navigate and utilize eCommerce and customer service platforms such as Zendesk, Freshdesk, Mirakl, Pronto, Outlook, MS Office, and MS Teams.

Follow established processes, policies, and service standards when handling customer requests and escalations.

Identify recurring customer or order issues and elevate complex concerns to the appropriate team when necessary.

Maintain a high level of accuracy, professionalism, and customer satisfaction in every interaction.

Adapt to a shifting schedule, predominantly day shifts, based on business requirements.

What We’re Looking For:

At least 6 months of eCommerce customer service experience.

Experience supporting an Australian, US, or UK eCommerce account is highly preferred.

Experience with platforms or brands such as Catch, Kogan, MyDeal, Amazon, eBay, Shopee, Lazada, or similar eCommerce businesses is an advantage.

Experience handling customers through voice, chat, and email.

Proficiency in tools such as Zendesk, Freshdesk, Outlook, MS Office, MS Teams, Mirakl, and/or Pronto is preferred.

Strong written and verbal communication skills.

Good problem-solving and multitasking abilities.

Willingness to work a shifting schedule, predominantly dayshift.

Why Join Us?

Head:Access to career development programs that help you grow professionally and personally.

Heart:Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle:Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.