Customer Service Representative (CSR)

Reolink; Pasig; On-site; PHP 268,000 - 357,000; Full time

Job summary

Reolink, a leader in intelligent visual technology for homes and businesses, is seeking a CSR to support global customers through the after-sales process, including RMA, returns, order management, and logistics coordination.

The role emphasizes improving service processes, training new staff, and optimizing workflows to boost customer satisfaction and operational efficiency.

Qualifications

• College graduate in any major; STEM background or e-commerce experience preferred.
• Strong written and verbal communication skills.
• Able to work onsite, on shifting and night shifts (weekends may not be fixed).

Responsibilities

• Communicate with global customers via email to address after-sales and RMA-related issues, improving customer satisfaction.
• Handle order modifications, cancellations, logistics tracking, and ensure normal order fulfillment.
• Process customer return and exchange requests, including customer communication, system registration, and follow-up.
• Document and track after-sales exceptions, promoting product issue resolution.
• Participate in training new employees on after-sales processes and help improve the team’s overall operational capabilities.
• Continuously optimize after-sales workflows to enhance operational efficiency and customer experience.

Skills

Advanced written and oral comms

Excellent customer service

Detail-oriented

Stress resistance

Education

College degree

Job description

Room 3702 The Orient Square, F. Ortigas Jr. Rd, Ortigas Center, Pasig, 1600 Metro Manila, Philippines

Reolink, a leader in intelligent visual technology for homes and businesses, was founded in 2009 by a group of engineers with a strong commitment to and passion for smarter security solutions.
Our products are now trusted by millions of users across more than 110 countries and regions worldwide. Building on this trust, we continue expanding our presence and bringing our innovations to more markets around the globe. Reolink remains committed to delivering advanced, reliable, and user‑centric solutions that empower people to protect what matters most.

Position Summary

CSR supports global customers throughout the after‑sales process, including RMA, returns, order management, and logistics coordination. It also plays an active role in improving service processes and operational efficiency.

Key Responsibilities

• Communicate with global customers via email to address after‑sales and RMA‑related issues, improving customer satisfaction.
• Handle order modifications, cancellations, logistics tracking, and ensure normal order fulfillment.
• Process customer return and exchange requests, including customer communication, system registration, and follow‑up.
• Document and track after‑sales exceptions, promoting product issue resolution.
• Participate in training new employees on after‑sales processes and help improve the team’s overall operational capabilities.
• Continuously optimize after‑sales workflows to enhance operational efficiency and customer experience.

Qualifications

• College Graduate in any major; candidates with a STEM background or experience in e-commerce are preferred.
• Advanced written and oral communication skills
• Amenable to work onsite, on a shifting and night shift schedules (may not fixed weekend off)
• Detail‑oriented, patient, with strong execution capability and stress resistance.
• Good customer service mindset and teamwork spirit, with strong communication skills and the ability to identify reasonable solutions to problems.

During the recruitment process, we collect and process personal data to assess your suitability for employment. This may include your name, phone number, email address, CV/resume, educational background, work experience, interview records, assessment results, references, and, where permitted by law, information obtained through background checks.

We collect most of this information directly from you through your application, interviews, assessments, correspondence, and recruitment platforms. We may also obtain relevant information from referees, recruitment agencies, background screening providers, or other lawful sources.
We implement appropriate technical and organisational security measures to protect your personal data. We retain candidate personal data only for as long as necessary for the recruitment process, applicable legal requirements, dispute resolution, and recordkeeping obligations. Thereafter, your data will be securely deleted or anonymized.