Customer Service Representative

MAIDEHAO TRADING CORP.,; Laguna; On-site; PHP 223,000 - 312,000; Full time

Job summary

MAIDEHAO TRADING CORP. in Laguna seeks a proactive Customer Service Representative to handle inquiries via chat, resolve issues, and provide product information.

You will process orders, returns, refunds, update customer records, and coordinate with other departments to ensure timely order fulfillment. The role requires attention to detail, ability to multitask during high-volume campaigns, familiarity with CRM tools, and a commitment to meeting performance metrics such as response time and

Qualifications

• Experience in e-commerce customer support.
• Ability to multitask during high-volume campaigns.
• Proficient in data tracking and reporting.
• Coordination with warehouse, logistics, and operations teams.
• Attention to detail in order accuracy and customer records.
• Familiarity with CRM tools and seller center dashboards.

Responsibilities

• Respond to customer inquiries in chat promptly and professionally.
• Address and resolve customer concerns, complaints, and issues.
• Provide accurate information about products, services, and company policies.
• Process orders, returns, exchanges, and refunds as needed.
• Maintain customer records and update account information.
• Escalate complex issues to the appropriate department when necessary.
• Follow up with customers to ensure resolution and satisfaction.
• Meet or exceed performance metrics such as response time, resolution rate, and customer satisfaction.
• Stay updated on product knowledge, promotions, and company updates.
• Coordinate with team members and other departments to ensure timely order fulfillment.
• Support live selling operations when needed.
• Perform other duties and tasks that may be assigned by the immediate supervisor.

Skills

E-commerce support

Multitasking

CRM tools

Data reporting

MS Office

Attention to detail

Tools

CRM tools

Seller center dashboards

Job description

JOB DESCRIPTION (DUTIES AND TASKS)

• Respond to customer inquiries chat in a timely and professional manner
• Address and resolve customer concerns, complaints, and issues efficiently
• Provide accurate information about products, services, and company policies
• Process orders, returns, exchanges, and refunds as needed
• Maintain customer records and update account information
• Escalate complex issues to the appropriate department when necessary
• Follow up with customers to ensure resolution and satisfaction
• Meet or exceed performance metrics such as response time, resolution rate, and customer satisfaction
• Stay updated on product knowledge, promotions, and company updates
• Coordinate with team members and other departments to ensure timely order fulfillment.
• Support live selling operations when needed
• Perform other duties and tasks that may be assigned by the immediate supervisor.

Reports Management

• Generate reports on customer concerns, trends, and recurring issues
• Prepare and maintain daily, weekly, and monthly customer service reports
• Track and analyze key performance metrics (e.g., response time, resolution rate, customer satisfaction)
• Monitor team performance, attendance, and productivity data
• Generate reports on customer concerns, trends, and recurring issues
• Ensure accuracy and completeness of all submitted reports
• Submit reports to management within required deadlines
• Identify insights and recommend improvements based on data analysis
• Maintain organized records of reports for reference and auditing

COMPETENCIES AND SKILLS

• E-commerce customer support (Shopee, Lazada, TikTok Shop)
• Ability to multitask during high-volume campaigns
• Data tracking and report generation
• Coordination with warehouse, logistics, and operations teams
• Attention to detail in order accuracy and customer records
• Problem-solving and decision-making skills under pressure
• Familiarity with CRM tools and e-commerce seller center dashboards
• Proficient in MS Office and customer service tools