Customer Experience Specialist (E-commerce)

FNT CLOTHING CORP.; Manila; On-site; PHP 360,000 - 480,000; Full time

Job summary

FNT CLOTHING CORP. seeks a Customer Experience Specialist to manage relationships across Shopee, Lazada, TikTok Shop, Facebook, and other platforms. You will handle inquiries, disputes, returns, refunds, and escalations while protecting company interests and maintaining customer satisfaction.

The role requires strong decision-making, negotiation, and problem-solving skills to resolve concerns fairly, minimize losses, and ensure compliance with policies and marketplace guidelines.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• At least 2 years of experience in Customer Service, Customer Relations, Customer Success, or E-commerce Support.
• Experience handling Shopee, Lazada, TikTok Shop, Facebook Marketplace, or other online platforms.
• Strong knowledge of refund, return, dispute resolution processes.
• Excellent negotiation, communication, and conflict-resolution skills.
• Ability to make sound business decisions while protecting company revenue.
• Proficient in Excel or Google Sheets for reporting.

Responsibilities

• Serve as the primary point of contact for customers across Shopee, Lazada, TikTok Shop, Facebook, and other digital channels.
• Build positive customer relationships through professional, timely communication.
• Resolve customer concerns while balancing customer satisfaction and business profitability.
• Investigate complaints, order issues, damaged items, delivery concerns, and payment disputes.
• Evaluate refund, replacement, return, and compensation requests based on company policies.
• Escalate complex cases to Management with well-documented recommendations.
• Monitor order fulfillment, shipping issues, cancellations, and return requests.
• Coordinate with Warehouse, Logistics, Sales, and Marketplace teams to ensure timely resolution.
• Ensure accurate documentation of all customer interactions and resolutions.
• Analyze recurring customer concerns and identify root causes.
• Recommend process improvements to reduce complaints, returns, cancellations, and negative reviews.
• Monitor customer satisfaction metrics and implement initiatives to improve service quality.
• Maintain accurate CRM records, case logs, and resolution reports.
• Prepare weekly and monthly reports on customer complaints, refund rates, dispute resolution, and customer satisfaction.
• Ensure compliance with marketplace policies.

Skills

Customer Service

E-commerce Support

Communication

Negotiation

Data Analysis

Excel/Sheets

Education

Bachelor's degree in Business Administration, Marketing, Communications, or related field

Tools

CRM systems

Excel / Google Sheets

Job description

Job Summary

We are seeking a customer-focused and solution-oriented Customer Experience Specialist to manage customer relationships across Shopee, Lazada, TikTok Shop, Facebook, and other e-commerce platforms. The successful candidate will be responsible for handling customer inquiries, complaints, disputes, returns, refunds, and escalations while protecting the company's interests and maintaining excellent customer satisfaction.

This role requires strong decision-making, negotiation, and problem-solving skills to resolve customer concerns fairly while minimizing financial losses, reducing unnecessary refunds and replacements, and ensuring compliance with company policies and marketplace guidelines.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for customers across Shopee, Lazada, TikTok Shop, Facebook, and other digital channels.

• Build positive customer relationships through professional, timely, and effective communication.

• Resolve customer concerns while balancing customer satisfaction and business profitability.

Dispute Resolution & Escalation Management

• Investigate complaints, order issues, damaged items, delivery concerns, and payment disputes.

• Evaluate refund, replacement, return, and compensation requests based on company policies and marketplace regulations.

• Recommend practical solutions that protect customer relationships while minimizing unnecessary financial losses.

• Escalate complex cases to Management with well-documented recommendations.

Order & After-Sales Support

• Monitor order fulfillment, shipping issues, cancellations, and return requests.

• Coordinate with Warehouse, Logistics, Sales, and Marketplace teams to ensure timely resolution.

• Ensure accurate documentation of all customer interactions and resolutions.

Performance & Process Improvement

• Analyze recurring customer concerns and identify root causes.

• Recommend process improvements to reduce complaints, returns, cancellations, and negative reviews.

• Monitor customer satisfaction metrics and implement initiatives to improve service quality.

Reporting & Compliance

• Maintain accurate CRM records, case logs, and resolution reports.

• Prepare weekly and monthly reports on customer complaints, refund rates, dispute resolution, and customer satisfaction.

• Ensure compliance with Shopee, Lazada, TikTok Shop, and company service policies.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.

• At least 2 years of experience in Customer Service, Customer Relations, Customer Success, or E-commerce Support.

• Experience handling Shopee, Lazada, TikTok Shop, Facebook Marketplace, or other online selling platforms.

• Strong knowledge of refund, return, dispute, and complaint resolution processes.

• Excellent negotiation, communication, and conflict-resolution skills.

• Ability to make sound business decisions while protecting company revenue.

• Strong analytical and problem-solving skills with attention to detail.

• Proficient in Microsoft Excel or Google Sheets for reporting.

Preferred Qualifications

• Experience handling marketplace disputes, DTI complaints, chargebacks, or escalated customer cases.

• Knowledge of CRM systems, marketplace policies, and customer service KPIs.

• Background in e-commerce, retail, or consumer products.

• Ability to analyze customer feedback and recommend operational improvements.