Customer Service Representative

EnableSME, Inc.; Pasig; On-site; PHP 240,000 - 360,000; Full time

Job summary

EnableSME, Inc. is seeking a Customer Service Representative to support an international retail and eCommerce business.

You will manage customer inquiries across email, live chat, and social channels, resolving order and product concerns while coordinating with internal teams to deliver a consistent customer experience. The ideal candidate is proactive, organized, and confident in handling issues from initial inquiry to resolution, maintaining a professional, brand-aligned approach.

Qualifications

• Proven experience in customer service or related roles.
• Experience handling inquiries via email, live chat, and social media.
• Strong written and verbal communication; detail-oriented and brand-focused.

Responsibilities

• Handle customer enquiries and complaints via email, live chat, and social media, ensuring timely, professional, and brand-aligned responses.
• Investigate and resolve order, product, payment, return, exchange, refund, and delivery concerns; keep customers informed of progress.
• Take ownership of cases, follow up on outstanding issues, and escalate complex complaints as needed.
• Coordinate with warehouse, logistics, IT, and third-party couriers to resolve delivery issues and support timely order fulfillment.
• Review flagged orders, verify customer information, and identify or escalate suspicious transactions and potential fraud.
• Maintain accurate customer records, ticket updates, and transaction details across CS, eCommerce, order management, and payment systems.
• Identify recurring concerns and feedback, sharing insights with teams and proposing process improvements.

Skills

Multichannel support

CRM proficiency

Communication skills

Problem solving

Tools

Gorgias

Zendesk

Shopify

Klaviyo

Job description

We are looking for a customer-focused and detail-oriented Customer Service Representative to support an international retail and eCommerce business. In this role, you will manage customer enquiries across multiple channels, resolve order and product concerns, and coordinate with internal teams and external partners to deliver a consistent, positive customer experience.

The ideal candidate is proactive, organised, and confident in handling customer concerns from initial enquiry through resolution while maintaining a professional, brand-aligned approach.

Key Responsibilities

• Handle customer enquiries and complaints through email, live chat, and social media, ensuring timely, professional, and brand-aligned responses.
• Investigate and resolve order, product, payment, return, exchange, refund, and delivery concerns, keeping customers informed of progress and delays.
• Take ownership of customer cases, follow up on outstanding issues, and escalated complex complaints or urgent concerns when necessary.
• Coordinate with warehouse, logistics, IT, and third-party couriers to resolve delivery issues, support timely order fulfillment, and address system errors.
• Review flagged orders, verify customer information, and identify or escalation suspicious transactions and potential fraudulent activity.
• Maintain accurate customer records, ticket updates, and transaction details across customer service, eCommerce, order management, and payment systems.
• Identify recurring customer concerns, product feedback, policy discrepancies, and operational issues, sharing insights with relevant teams and contributing to process improvements.

Qualifications & Experience

• Proven experience in customer service, customer support, or a similar service-oriented role.
• Experience handling customer enquiries through email, live chat, and social media.
• Familiarity with CRM and eCommerce platforms such as Gorgias, Zendesk, Shopify, or Klaviyo.
• Experience processing orders, returns, exchanges, refunds, and payment-related enquiries.
• Understanding of delivery coordination and international courier services, particularly DHL and UPS.
• Familiarity with payment gateways such as Shopify Payments and PayPal.
• Proficiency in Microsoft Office, particularly Outlook, Word, and Excel.
• Strong written and verbal communication skills, with the ability to maintain a professional and customer-focused tone.
• Excellent problem-solving skills, attention to detail, and the ability to manage multiple cases and priorities.
• Proactive, organised, and capable of working independently while collaborating effectively with different teams.

Nice to Have

• Experience in retail, eCommerce, or FMCG.
• Familiarity with AP21 or other order management systems.
• Exposure to fraud prevention tools, order verification, or suspicious transaction reviews.
• Experience coordinating with warehouses, logistics providers, and technical teams.