Customer Experience Specialist for Cebu

Dempsey Resource Management; Santo Tomas; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading resource management firm in the Philippines is seeking a Customer Experience Specialist to provide outstanding customer service across various channels. The ideal candidate will work night shifts, handle customer queries, and support Amazon account performance. Strong proficiency in American English and multitasking skills are essential for this role, along with a detail-oriented mindset and good computer skills.

Qualifications

• Ability to work night shifts and weekends.
• Good attendance record in previous employment.
• Detail-oriented and highly organized.

Responsibilities

• Provide customer service for Amazon accounts.
• Handle customer queries related to orders.
• Coordinates with teams for order processing.

Skills

Customer service

American English proficiency

Multitasking

Attention to detail

Computer skills

Job description

Customer Experience Specialist

Employment Type: Full Time
Schedule: Night Shift
Cebu / Baybay Site: Full Onsite

Job Description

Provides an excellent online shopping experience to all customers across all marketplaces by resolving issues through timely responses to customer emails, inbound and outbound calls, voicemails, and live chat. He/she will also perform special projects designated by the Team Manager.

Responsibilities

• Provides customer service for Amazon 2P and 3P accounts and monitors their performance on Amazon.
• Represents the brands to which he/she is assigned and familiarizes themselves with each brand’s online selling policies.
• Ensures that assigned brands achieve excellent performance ratings on Amazon and other marketplaces.
• Addresses customer queries related to orders processed through Amazon, the company's website, and physical stores by coordinating primarily with the Supplier Management group, as well as the Listings, Inventory, Pricing, and Warehouse Teams.
• Provides customers with shipment status updates.
• Confirms, cancels, and processes refunds for orders as needed.
• Sends out notifications for order delays.
• Coordinates with shipping carriers to investigate lost packages and defective product claims.
• Builds customer trust and earns positive feedback.
• Updates internal tools, such as spreadsheets.
• Helps maintain excellent metrics on Amazon and other marketplaces.
• Handles special projects assigned by the Manager.
• Supports the Customer Service Manager and acts as the point of contact in the absence of the Manager or when needed.

Essential Requirements

• Can work on night shift.
• Willing to work on weekends with a rotational schedule
• Confident in speaking American English and good at writing emails
• Ability to multitask
• Good computer skills and knows how to navigate the internet
• Good Attendance record in previous employment
• Great contributor even on matters outside his/her scope
• Detail-oriented and highly organized