Customer Experience Specialist — E‑commerce & Retention

LAVIE; Manila; On-site; PHP 450,000 - 700,000; Full time

Job summary

LAVIE is seeking a Specialist, Customer Support in the Philippines to manage member interactions across phone, email, live chat, and social media, delivering timely resolutions and personalized experiences.

The ideal candidate holds a Bachelor's degree and at least 3 years in CSR for e-commerce or retail, with hands-on knowledge of Shopify, Gorgias, Excel, and Google Sheets. You will join a collaborative team and drive customer satisfaction.

Qualifications

• Bachelor’s degree in Marketing, Industrial Engineering, or Business Administration.
• 3+ years experience handling e-commerce or retail accounts as CSR.
• Familiar with Shopify, Gorgias, Excel and Google Sheets for data management.
• Adequate communication skills (verbal and written).
• Customer experience or customer service background is advantageous.

Responsibilities

• Manage member interactions across phone, email, live chat, and social media, ensuring timely and quality customer service.
• Maintain accurate records of member concerns, transactions, feedback, and resolutions for effective follow-up.
• Engage with members through personalized recommendations, suggestive selling, promotions, and exclusive offers.
• Handle member retention by addressing cancellation concerns and providing alternative solutions.
• Develop outbound customer engagement initiatives, including follow-ups, satisfaction surveys, upselling, and retention campaigns.
• Monitor and analyze metrics such as response time, customer satisfaction, call volume, conversion rates, and productivity.
• Collaborate with Ecommerce, Merchants, and Operations & Logistics teams to resolve concerns and improve workflows.

Skills

Customer service

Communication

Teamwork

Independent worker

Empathy

Detail oriented

Education

Bachelor’s degree

Tools

Shopify

Gorgias

Excel

Google Sheets

Job description

LAVIE is seeking a Specialist, Customer Support in the Philippines to manage member interactions across phone, email, live chat, and social media, delivering timely resolutions and personalized experiences.

The ideal candidate holds a Bachelor's degree and at least 3 years in CSR for e-commerce or retail, with hands-on knowledge of Shopify, Gorgias, Excel, and Google Sheets. You will join a collaborative team and drive customer satisfaction.