Customer Experience Specialist - Fashion E-Commerce

Gingersnaps Philippines; Pasig; On-site; PHP 240,000 - 360,000; Full time

Job summary

Gingersnaps Philippines is seeking a Customer Relations Officer to manage inquiries on Lazada, Shopee, Facebook, Instagram, and the brand’s site, ensuring prompt, courteous responses through the Duoke app.

You will resolve order issues, inform customers about products and promotions, and log interactions in the CRM. Fluency in English and strong communication are essential to build trust.

Qualifications

• 1–2 years of customer service experience, preferably in retail/e‑commerce fashion.
• Experience handling marketplace and/or social media interactions.
• Fluent in English, written and spoken.
• Proficient with Duoke or similar ticketing tools.

Responsibilities

• Respond promptly and professionally to customer inquiries via Duoke across marketplaces, social media, and website chat.
• Resolve order‑related concerns such as delays, cancellations, returns/exchanges, and missing items.
• Maintain in‑depth knowledge of current fashion collections, pricing, availability, and product details.
• Handle escalations and complaints calmly and constructively, providing effective resolutions.
• Collect and review customer feedback to identify trends, issues, or improvement opportunities.
• Proactively reach out to customers for reviews, post‑purchase feedback, and loyalty engagement.

Skills

Customer service

Communication

English fluency

Duoke app

Tools

Duoke

Job description

Gingersnaps Philippines is seeking a Customer Relations Officer to manage inquiries on Lazada, Shopee, Facebook, Instagram, and the brand’s site, ensuring prompt, courteous responses through the Duoke app.

You will resolve order issues, inform customers about products and promotions, and log interactions in the CRM. Fluency in English and strong communication are essential to build trust.