BPO - Customer Service & Order Support Representative (Onsite Setup)

Unity Communications; Parañaque; On-site; PHP 345,000 - 414,000; Full time

Job summary

Unity Communications is seeking a dedicated Customer Service & Order Support Representative for an onsite setup in the Philippines. The role focuses on email and web chat communications to support customer orders, with some phone coverage and a full-time schedule.

You will handle order management, updates, and issue resolution, coordinating with warehouses and carriers and using Shopify and MS Office tools to keep records accurate.

Qualifications

• 3–4 years of experience in customer service, e-commerce, or order management.

Responsibilities

• Respond to customer inquiries primarily through email and web chat.
• Manage individual customer orders from enquiry through to resolution.
• Assist customers with order status, shipping and delivery questions, returns, exchanges and product information.
• Troubleshoot customer issues and determine appropriate solutions.
• Coordinate and manage replacement parts, warranty items and missing or damaged components.
• Create, update and manage customer orders within Shopify.
• Maintain accurate customer notes, order records and follow-up information.
• Liaise with warehouses, carriers and other team members to resolve customer order and delivery issues.
• Follow up on outstanding customer cases and ensure issues are brought through to resolution.
• Provide occasional phone support when required.
• Complete general administrative tasks, including updating documents, spreadsheets, customer records and internal systems.
• Use Microsoft Office, Adobe Acrobat and other online tools to support daily operations.
• Help identify recurring customer or operational issues and bring them to management’s attention.

Skills

Customer service

Order management

Email

Web chat

Shopify

Microsoft Office

Adobe Acrobat

Problem solving

Attention to detail

Multitasking

Tools

Shopify

Microsoft Office

Adobe Acrobat

Helpdesk platforms

Web chat systems

Job description

BPO - Customer Service & Order Support Representative (Onsite Setup)

• On-site


• ₱34,000 per month


• Operations

We’re looking for a reliable, organized and tech-savvyCustomer Service & Order Support Representativeto join our team full-time.

Position Overview

This is a hands-on customer support and order management role, with the majority of customer communication handled throughemail and web chat.

You’ll be responsible for helping customers with their orders, resolving delivery and product issues, coordinating replacement parts, updating orders and customer information, and completing a variety of day-to-day administrative tasks.

There will be some phone support required, but this isnot primarily a call center or phone-based position.

This is a full-time remote contract role of approximately40 hours per week. You must be based inCaliforniato provide coverage during our required U.S. business hours.

Key Responsibilities

Respond to customer inquiries primarily throughemail and web chat

Manage individual customer orders from enquiry through to resolution

Assist customers with order status, shipping and delivery questions, returns, exchanges and product information

Troubleshoot customer issues and determine appropriate solutions

Coordinate and managereplacement parts, warranty items and missing or damaged components

Create, update and manage customer orders withinShopify

Maintain accurate customer notes, order records and follow-up information

Liaise with warehouses, carriers and other team members to resolve customer order and delivery issues

Follow up on outstanding customer cases and ensure issues are brought through to resolution

Provide occasional phone support when required

Complete general administrative tasks, including updating documents, spreadsheets, customer records and internal systems

Use Microsoft Office, Adobe Acrobat and other online tools to support daily operations

Help identify recurring customer or operational issues and bring them to management’s attention

To ideally work AEST hours

What We’re Looking For

Minimum 3–4 years of experience in customer service, e-commerce, order management or a similar role

Excellent written communication skills and the ability to communicate clearly and professionally with customers

Strong organizational skills and attention to detail

Comfortable taking ownership of individual customer issues and seeing them through to completion

Strong computer literacy and the ability to work across multiple systems simultaneously

Ideally experienced withShopify, Microsoft Office, Adobe Acrobat, email/helpdesk platforms and web chat systems

Experience with e-commerce order management, shipping, returns, warranties or replacement parts is highly desirable

Good problem-solving skills and the ability to make sensible decisions without constant supervision

Friendly, patient and professional approach to customer service

Self-motivated and comfortable working independently in a remote environment

Reliable internet connection and a quiet, professional home workspace