Customer Experience Specialist - Retail & Ecommerce

Zig Zag Offshoring; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

ZigZag is seeking a Customer Service Representative in the Philippines to manage customer inquiries across email, live chat, and other channels. You will handle tickets, assist with returns and refunds, and contribute to team training and process improvements while maintaining a strong focus on customer satisfaction.

The role reports to the Customer Service Team Lead and emphasizes achieving KPIs, meeting response and resolution targets, and supporting smooth warehouse and brand operations.

Qualifications

• 2 to 4 years of customer service experience, focusing on handling retail/ecommerce.
• Excellent written and verbal communication with attention to detail.
• Ability to multitask in a fast-paced environment without compromising service quality.
• Positive, proactive attitude with strong interpersonal skills.

Responsibilities

• Handle customer interactions across email, website, and live chat within established SLAs.
• Assist with tickets, managing returns, refunds, and credits in collaboration with team leads.
• Provide feedback for continuous improvement and support team training and development.

Skills

Multichannel support

Customer interaction

SLA adherence

Team collaboration

Job description

ZigZag is seeking a Customer Service Representative in the Philippines to manage customer inquiries across email, live chat, and other channels. You will handle tickets, assist with returns and refunds, and contribute to team training and process improvements while maintaining a strong focus on customer satisfaction.

The role reports to the Customer Service Team Lead and emphasizes achieving KPIs, meeting response and resolution targets, and supporting smooth warehouse and brand operations.