Customer Service Representative (Contractual)

enablesGROUP; Eastern Manila District; Hybrid; PHP 279,000 - 391,000; Full time

Benefits offered by this job

Comprehensive health and life保险 start‑

Leave credits: 19 days

Endless career advancement with annual

Company-provided laptop

Office in Pasig (Ortigas)

Loyalty rewards: potential profit‑shar

In-house L&D programs with AI

Job summary

enablesGROUP is seeking a Customer Service Specialist for Ortigas, Pasig on a 3-month contract. The role involves supporting a portfolio of retail and lifestyle brands, handling inquiries across voice, chat, and email, and ensuring timely resolutions.

The position is hybrid, with work hours Monday to Friday, 6:00 AM to 3:00 PM. You will coordinate with stores, fulfilment teams, couriers, and payment providers to address customer concerns and keep order processing smooth.

Qualifications

• 2–3 years of BPO experience handling end-to-end customer service enquiries via voice, chat, and email.
• Strong written and verbal communication skills.
• Familiarity with CRM tools such as Zendesk is an advantage.

Responsibilities

• Handle customer enquiries and complaints across voice, chat, and email with professional resolutions.
• Assist customers with product information, order status, delivery concerns, returns, and refunds.
• Coordinate with stores, fulfilment teams, couriers, and marketplace partners to ensure orders are processed smoothly.

Skills

BPO experience

Customer handling

Multitasking

Written communication

Tools

Zendesk

Klaviyo

Excel

Job description

Why Join enablesGROUP?

Since 2016, enablesGROUP has been on a mission: to deliver high-quality operations and outsourcing services to every client, big or small.

Fast forward to 2026, we’ve grown our global footprint to serve 100+ clients and expanded into 4 key industries. At enablesGROUP, you’re not just joining a company – you’re joining a community that values growth, learning, and success. Check us out at www.enablesgroup.com.

At enablesGROUP, you’re not just joining a company – you’re joining a community that values growth, learning, and success.

We have market leading engagement scores and invest heavily in your Learning and Development, with a specific focus on enhancing your ability to leverage AI in your daily tasks.

Our Perks & Benefits include:

• Comprehensive health and life insurance starting Day 1, covering 2 eligible dependents.




• 19 leave credits for vacation and emergencies!




• Endless opportunities for career advancement with annual performance reviews and salary increases.




• Company-provided laptop to set you up for success.




• Convenient office location in Pasig, at the heart of Manila, accessible to all.




• Loyalty rewards: Employees celebrating 5 years could receive a profit-sharing scheme.




• In-house learning & development programs with access to the latest in AI and technology.

Job Title: Customer Service Specialist (3 Months Contract)

Location: Ortigas, Pasig, PH

Work Schedule: Monday to Friday, 6:00 AM – 3:00 PM (Hybrid)

Job Summary:

We are looking for a customer-focused Customer Service Representative to support a portfolio of established retail and lifestyle brands.

You will assist customers across different channels, handling product and order enquiries, resolving complaints, and supporting online retail operations. The role also involves coordinating with stores, fulfilment teams, couriers, payment providers, and marketplace partners to ensure customer concerns are addressed promptly and orders are processed smoothly.

Key Responsibilities

• Handle customer enquiries and complaints through voice, chat, and email, ensuring professional and timely resolutions.




• Assist customers with product information, order status, delivery concerns, returns, exchanges, refunds, and warranty enquiries.




• Take ownership of customer concerns and follow through on cases until a satisfactory resolution is reached.




• Coordinate with retail stores to follow up on customer feedback, order dispatches, and fulfilment concerns.




• Monitor orders that have not been dispatched on the same day and work with stores to ensure timely processing.




• Assist with online and store fulfilment, including managing Click and Collect orders.




• Process returns and exchanges within the required turnaround time and coordinate with fulfilment teams to resolve outstanding cases.




• Liaise with couriers, Australia Post, suppliers, and marketplace partners to investigate delivery issues and provide customers with updates.




• Support payment processing and resolve payment gateway concerns by coordinating with providers such as PayPal, Afterpay, and other payment services.




• Identify potentially fraudulent transactions and escape concerns in line with established procedures.




• Maintain accurate customer records, case notes, order details, and follow-up documentation across relevant systems.

What We\u2019re Looking For

• At least 2–3 years of BPO experience handling end-to-end customer service enquiries through voice, chat, and email.




• At least 1 year of experience in a customer service or retail environment is preferred.




• Hands‑on experience handling order enquiries, delivery concerns, returns, refunds, exchanges, or other eCommerce‑related issues is an advantage.




• Experience managing multiple chat sessions simultaneously is preferred, ideally at least 4 concurrent chats.




• Strong written and verbal communication skills, with the ability to maintain a professional and customer-friendly tone.




• Good problem‑solving, organisational, and multitasking skills, with the ability to manage customer concerns and follow‑ups efficiently.




• Familiarity with CRM or customer service platforms such as Zendesk and Klaviyo is an advantage.




• Proficiency in Microsoft Office applications, particularly Outlook and Excel.




• A customer‑focused mindset, with patience, empathy, accountability, and a willingness to go the extra mile.




• Willingness to work onsite in Ortigas, Pasig, Monday to Friday, from 6:00 AM to 3:00 PM.