CSR (E-Commerce)

Robert Brown Wear Inc

Philippines

On-site

PHP 391,000 - 614,000

Full time

5 days ago

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Benefits offered by this job

Employee Discount

Paid Training

Promotion opportunities

Career growth

Job summary

Robert Brown Wear Inc. is seeking a Customer Service & E-Commerce Aftersales Specialist to deliver timely, accurate support across Shopee, Lazada, TikTok Shop and other channels.

You will handle inquiries, returns, refunds, replacements, and cancellations, coordinating with Warehouse, Operations, Sales, and Logistics to resolve issues efficiently. The role requires strong communication, problem-solving, and the ability to manage multiple cases in a fast-paced environment while maintaining high

Qualifications

Bachelor’s degree in Business Administration, Marketing, Communications, Management, or related field.
2–3 years of relevant experience in Customer Service, E-Commerce, Aftersales, or similar roles.
Experience handling e-commerce inquiries, returns, refunds, cancellations, and order concerns.
Experience with Shopee, Lazada, TikTok Shop or similar platforms is a plus.
Excellent verbal and written communication skills.
Strong customer service, problem-solving, and conflict-resolution skills.

Responsibilities

Handle customer inquiries, concerns, complaints, and requests across e-commerce channels.
Provide timely, courteous, and professional responses to customers.
Assist with product information, order status, delivery concerns, and payment issues.
Manage difficult or escalated customers with professionalism and empathy.
Document interactions and track concerns through resolution timelines.
Coordinate with Warehouse/Operations/Sales/Logistics to resolve aftersales issues.

Skills

Customer service

Communication

Problem-solving

Time management

Attention to detail

Conflict resolution

Education

Bachelor's degree in Business Administration/Marketing/Communications/Management

Tools

CRM systems

Ticketing platforms

Microsoft Office

Google Workspace

Job description

Customer Service & E-Commerce Aftersales Specialist

Role Summary

The Customer Service & E-Commerce Aftersales Specialist is responsible for delivering timely, accurate, and professional customer support across various e-commerce platforms and communication channels. This role handles customer inquiries, complaints, order concerns, returns, refunds, replacements, cancellations, and other aftersales requests.

The position works closely with Warehouse, Operations, Sales, Logistics, and other relevant teams to ensure customer concerns are resolved efficiently and within established service standards. The role also contributes to improving customer experience, identifying recurring issues, and supporting the continuous improvement of customer service and aftersales processes.

ey Responsibilities

1. Customer Service

Handle customer inquiries, concerns, complaints, and requests through e-commerce platforms, chat, email, and other designated customer service channels.
Provide accurate, timely, courteous, and professional responses to customers.
Assist customers with product information, order status, delivery concerns, payment issues, and other order-related inquiries.
Manage difficult, dissatisfied, or demanding customers with professionalism, empathy, and composure.
Document customer interactions and track concerns through resolution.
Ensure all customer concerns are addressed within established response and resolution timelines.

2. E-Commerce Aftersales Management

Manage returns, refunds, replacements, cancellations, failed deliveries, damaged or defective items, missing items, and other aftersales concerns.
Process customer requests in accordance with company policies, procedures, and applicable e-commerce platform guidelines.
Coordinate with Warehouse, Operations, Sales, Logistics, and other relevant departments to resolve order and aftersales concerns.
Monitor pending returns, refunds, replacements, cancellations, and other unresolved cases until completion.
Follow up on outstanding cases to ensure timely resolution and proper customer communication.
Maintain complete and accurate documentation of all aftersales transactions and resolutions.

3. Complaint & Issue Resolution

Investigate customer concerns and determine appropriate solutions based on company policies and established procedures.
Handle escalated, sensitive, or complex customer concerns when necessary.
Coordinate with relevant departments to investigate and resolve issues efficiently.
Communicate resolutions clearly to customers and ensure appropriate follow-through.
Identify recurring customer complaints, order issues, and service gaps and elevate them to the appropriate department for corrective action.
Maintain professionalism, patience, and composure when handling challenging customer situations.

4. E-Commerce Platform Support

Manage customer inquiries and concerns across major e-commerce platforms, including Shopee, Lazada, TikTok Shop, and other applicable channels.
Follow platform-specific procedures and requirements for returns, refunds, disputes, cancellations, and customer complaints.
Monitor customer messages and ensure responses are provided within required platform response times.
Assist in maintaining strong customer service performance, store ratings, and compliance with applicable platform requirements.
Stay informed about updates to platform policies, processes, and customer service requirements.

5. Monitoring & Reporting

Monitor customer concerns, complaints, returns, refunds, cancellations, replacements, and other aftersales cases.
Maintain accurate and up-to-date records of customer service interactions and unresolved cases.
Prepare reports, summaries, and other customer service or aftersales documentation as required.
Monitor assigned customer service performance indicators, including response time, resolution time, case volume, and pending cases.
Track recurring customer and operational issues and provide relevant feedback to management and concerned departments.
Escalate urgent, high-risk, or unresolved concerns to the appropriate team or supervisor.

6. Process Improvement

Recommend improvements to customer service, complaint handling, and aftersales processes.
Identify recurring issues affecting customer satisfaction, operational efficiency, or order fulfillment and recommend practical solutions.
Assist in developing and updating customer service guidelines, FAQs, response templates, scripts, and process documentation.
Provide feedback based on customer interactions to help improve products, services, processes, and the overall customer experience.
Stay updated on company policies, product information, promotions, and e-commerce platform procedures.

Qualifications

Bachelor’s Degree in Business Administration, Marketing, Communications, Management, or a related field.
At least 2–3 years of relevant experience in Customer Service, E-Commerce, Aftersales, Customer Experience, or a similar role.
Proven experience handling e-commerce customer inquiries, complaints, returns, refunds, cancellations, replacements, and order-related concerns.
Experience using Shopee, Lazada, TikTok Shop, or similar e-commerce platforms is an advantage.
Excellent verbal and written communication skills.
Strong customer service, problem-solving, and conflict-resolution skills.
Ability to handle difficult or escalated customer concerns professionally and calmly.
Strong attention to detail and accuracy, particularly when handling orders, refunds, returns, and customer records.
Excellent organizational and time-management skills.
Ability to manage multiple cases, priorities, and deadlines in a fast-paced environment.
Proficient in Microsoft Office and/or Google Workspace.
Familiarity with CRM systems, ticketing platforms, chat tools, e-commerce seller centers, or similar systems is an advantage.
Customer-focused, proactive, dependable, organized, and capable of working independently and collaboratively.