BGC - Customer Service Representative (E-commerce)

Ubiquity; Philippines; On-site; PHP 246,000 - 379,000; Full time

Job summary

Ubiquity is seeking a Customer Service Representative (E-commerce) in the Philippines to deliver exceptional support across voice, chat, and email channels. You will assist customers with orders, product questions, payments, deliveries, returns, and account concerns, ensuring a positive experience.

As part of a dynamic, shifting schedule with predominantly days, you will collaborate with internal teams and external partners, documenting interactions and resolving issues using Zendesk and other

Qualifications

• 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.

Responsibilities

• 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 status, cancellations, returns, exchanges, and delivery updates.
• Coordinate with internal teams, sellers, couriers, and other stakeholders to resolve issues.
• Accurately document customer interactions, transactions, and resolutions in designated systems.
• Navigate eCommerce platforms and customer service tools such as Zendesk, Freshdesk, Mirakl, Pronto, Outlook, MS Office, and MS Teams.
• Follow established processes, policies, and service standards for requests and escalations.
• Identify recurring issues and elevate complex concerns to the appropriate team.
• 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.

Skills

Communication skills

Problem solving

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.