Customer Service Representative

MRB Corp.; Quezon City; Presencial; PHP 223 000 - 357 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Employee discount

Promotion opportunities

Paid training

Permanent employee status

Resumo da oferta

MRB Corp. in Quezon City is seeking a CSR (E-Commerce) to support the Customer Service team across Shopee, Lazada, and TikTok platforms. You will handle inquiries, complaints, order concerns, returns, refunds, and aftersales requests with professionalism and accuracy.

Onsite role in Cubao with a six-day rotating schedule. The ideal candidate holds a Bachelor's degree and has at least 1 year in e-commerce customer service, strong communication, and the ability to collaborate with Operations,

Qualificações

• Bachelor's degree required in Business Administration, Marketing, Communications, or related field.
• 1 year of experience in Customer Service, E-Commerce, Aftersales, or related role.
• Excellent verbal and written communication skills.
• Strong customer service, analytical, and problem-solving abilities.
• Familiarity with major e-commerce platforms and their aftersales processes.

Responsabilidades

• Support CSR team in handling daily e-commerce customer inquiries and concerns.
• Manage complaints, order issues, returns, refunds, exchanges, and other aftersales requests.
• Ensure timely, accurate responses within established standards; coordinate with Operations, Warehouse, Sales, Logistics.
• Monitor performance metrics: response time, resolution rate, customer satisfaction, service quality.
• Coach, train, and provide feedback to improve CSR productivity and service quality.
• Ensure compliance with company policies and platform guidelines.

Conhecimentos

Customer service

Communication

Analytical

Problem solving

Time management

Formação académica

Bachelor's degree

Ferramentas

Microsoft Office

Google Workspace

CRM systems

Descrição da oferta de emprego

The CSR (E-Commerce) is responsible forsupporting the Customer Service team in managing customer inquiries, complaints, order concerns, returns, refunds, and aftersales requests across various e-commerce platforms. The role ensures that customer concerns are addressed promptly, accurately, and professionally while maintaining high service standards and customer satisfaction.
Key Resp

Role Summary

The CSR (E-Commerce) is responsible forsupporting the Customer Service team in managing customer inquiries, complaints, order concerns, returns, refunds, and aftersales requests across various e-commerce platforms. The role ensures that customer concerns are addressed promptly, accurately, and professionally while maintaining high service standards and customer satisfaction.
Key Resp

o

nsibilities
Support

t

• he CSR team in handling daily e-commerce customer inquiries and concerns.Monitor a
• nd manage customer complaints, order issues, returns, refunds, exchanges, and other aftersales requests.Ensure th
• at customer inquiries and concerns are responded to accurately and within established response-time standards.Coordinat
• e with Operations, Warehouse, Sales, Logistics, and other relevant departments to facilitate timely resolution of customer concerns.Monitor k
• ey team performance metrics, including response time, resolution rate, customer satisfaction, and overall service quality.Handle es
• calated, sensitive, and complex customer concerns and ensure appropriate resolution.Establish
• , improve, and implement customer service procedures, workflows, and service guidelines.Identify
• recurring customer issues and recommend process improvements to minimize complaints and enhance the overall customer experience.Prepare a
• nd submit regular reports covering customer concerns, aftersales cases, team performance, and resolution status.Conduct c
• oaching, training, and performance feedback sessions to improve CSR productivity, communication, and service quality.Ensure co
• mpliance with company policies, e-commerce platform guidelines, and established customer service standards.

Qualifications

• Bachelor's Degree in Business Administration, Marketing, Communications, or a related field.
• At least 1 year of relevant experience in Customer Service, E-Commerce (Shopee, Lazada & TikTok), Aftersales, or a related role.
• Excellent verbal and written communication skills.
• Strong customer service, analytical, and problem-solving abilities.
• Solid experience handling customer inquiries, complaints, returns, refunds, exchanges, and aftersales concerns.
• Familiarity with major e-commerce platforms and their customer service and aftersales processes.
• Strong organizational and time-management skills, with the ability to manage multiple concerns and priorities simultaneously.
• Ability to handle escalated customer concerns calmly, professionally, and effectively.
• Proficient in Microsoft Office, Google Workspace, and customer service, ticketing, or CRM systems.
• Highly organized, customer-focused, detail-oriented, and capable of working in a fast-paced e-commerce environment.
• Amenable to work onsite in Cubao, Quezon City with 6days a week shifting schedule.

Benefits:

• Employee discount
• Opportunities for promotion
• Paid training
• Promotion to permanent employee