Customer Service Representative

Royalty One Retailers Corp.; Manila; On-site; PHP 167,000 - 279,000; Full time

Job summary

Royalty One Retailers Corp. is seeking a Customer Support & Sales Representative for our e-commerce operations. You will manage inquiries, process orders, and drive sales across Shopee, Lazada, TikTok Shop, and our website.

Strong communication in English is essential, with Tagalog a plus, and you will collaborate with warehouse teams to ensure smooth order fulfillment. This role blends customer care with proactive selling, requiring you to upsell, resolve post-purchase issues, and maintain high

Qualifications

• Experience in customer support or sales within an e-commerce setting.
• Strong verbal and written English; Tagalog is a plus.
• Ability to drive sales, handle objections and upsell via chat.
• Familiarity with major e-commerce platforms and order systems.

Responsibilities

• Respond promptly to inquiries via live chat, social media, email and phone.
• Handle returns, exchanges, refunds, and order-tracking issues.
• Assist customers, upsell products, and close leads online.
• Process orders, cancellations, and modifications across platforms.
• Coordinate with warehouse/logistics to ensure timely dispatch.
• Maintain store ratings and gather feedback for improvements.

Skills

Customer support

Sales

E-commerce platforms

English communication

Multi-tasking

Google Workspace / MS Office

Tools

Shopee

Lazada

TikTok Shop

Order management systems

Job description

Job Title: Customer Support & Sales Representative (E-Commerce)

Job Description

We are seeking a Customer Support & Sales Representative with experience in e-commerce operations. In this dual-focus role, you will handle customer inquiries, process orders, resolve post-purchase concerns, and actively drive sales by recommending products, upselling, and closing leads across our online platforms. The ideal candidate is a skilled communicator who thrives in a fast-paced retail environment and can seamlessly blend customer satisfaction with sales growth.

Key Responsibilities:

• Customer Support & Engagement: Respond promptly to customer inquiries via live chat, social media, email, and phone. Handle returns, exchanges, refunds, and order-tracking issues professionally.
• E-Commerce Sales & Upselling: Proactively assist browsing customers, answer product feature inquiries, recommend complementary products, and convert chat inquiries into completed orders.
• Store Operations & Order Processing: Manage and process orders, cancellations, and modifications across online platforms (e.g., Shopee, Lazada, TikTok Shop, and website portals).
• Cross-Functional Coordination: Collaborate closely with warehouse, fulfillment, and logistics teams to ensure timely order dispatch and resolve shipping issues.
• Platform Monitoring & Feedback: Maintain store seller ratings and chat response rates by providing fast, helpful responses. Gather customer insights to help improve product offerings and marketing strategy.
• Record Keeping & Escalation: Maintain accurate customer interaction logs and elevate complex technical or administrative issues to management when necessary.

Required Skills & Qualifications:

• Proven experience as a Customer Support or Sales Representative in an e-commerce or online retail setting.
• Strong verbal and written communication skills in English (Tagalog fluency is a strong plus).
• Demonstrated ability to drive sales, handle objections, and upsell products through chat.
• Hands‑on familiarity with major e-commerce platforms (Shopee, Lazada, TikTok Shop) and order management systems.
• Excellent problem‑solving, conflict‑resolution, and multi‑tasking skills in a high‑volume environment.
• Strong organizational skills and proficiency in Google Workspace or Microsoft Office.
• Solid understanding of e-commerce shipping, logistics, and return workflows.