Customer Experience Specialist - Multi-Channel CX (Fashion)

enablesGROUP; Metro Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

enablesGROUP is seeking a Customer Experience Specialist to join its Australian fashion retail ecommerce team. The role focuses on building customer relationships, solving complex issues, and delivering service that creates loyalty across voice, live chat, and email channels.

You will thrive in a fast-paced environment, manage multiple chats, document interactions in CRM, and collaborate with internal teams to resolve inquiries quickly while upholding a high standard of customer care.

Qualifications

• Minimum 2 years BPO Customer Service experience.
• Blended support experience (Voice, Live Chat & Email).
• Experience managing multiple live chat conversations simultaneously (2-3; 4+ preferred).
• Strong experience handling inquiries through resolution.
• Familiar with order enquiries, returns/exchanges, refunds, delivery, billing.

Responsibilities

• Deliver outstanding customer support through voice, live chat, and email.
• Assist customers with product enquiries, order tracking/management, returns, exchanges, refunds, delivery concerns, billing, and general product support.
• Resolve customer concerns with empathy, professionalism, and ownership.
• Handle multiple live chat conversations while maintaining service quality.
• Build customer trust and loyalty through positive interactions.
• Accurately document customer interactions using CRM systems.
• Collaborate with internal teams to ensure timely issue resolution.

Skills

BPO customer service

Multichannel support

English proficiency

Live chat handling

Customer empathy

Tools

Zendesk

Salesforce

Shopify

Gorgias

Job description

enablesGROUP is seeking a Customer Experience Specialist to join its Australian fashion retail ecommerce team. The role focuses on building customer relationships, solving complex issues, and delivering service that creates loyalty across voice, live chat, and email channels.

You will thrive in a fast-paced environment, manage multiple chats, document interactions in CRM, and collaborate with internal teams to resolve inquiries quickly while upholding a high standard of customer care.