Customer Service Representative - E commerce

FINCOM TECHNOLOGIES INC.; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

FINCOM TECHNOLOGIES INC. is seeking a customer service professional to handle inquiries and escalations across chat, email, and phone. The role emphasizes back-end case management for timely, compliant resolutions and frequent collaboration with regulatory officers on DTI-endorsed cases.

The ideal candidate will have 2+ years in customer service, fluency in English and Filipino, and strong de-escalation and documentation skills to ensure audit-ready records and SLAs are met.

Qualifications

• At least 2 years of experience in customer service, preferably in e-commerce.
• Proven experience handling chat, email, and phone support.
• Strong communication, problem-solving, and conflict resolution skills.
• Fluent in English and Filipino.
• Experience directly handling DTI-endorsed complaints and customer disputes.
• Ability to communicate professionally with customers and regulatory officers.
• Strong de-escalation skills for sensitive and high-risk cases.
• Strong documentation and case tracking skills (audit-ready).
• Ability to coordinate with internal teams to gather information and resolve disputes.
• Familiarity with DTI timelines, processes, and compliance requirements.

Responsibilities

• Handle customer concerns across multiple channels (chat, email, phone).
• Investigate and resolve disputes related to orders, payments, refunds, and deliveries.
• Manage escalated and high-risk cases, including DTI-endorsed complaints.
• Coordinate with internal teams to resolve complex issues.
• Maintain documentation and ensure adherence to SLAs and regulatory requirements.
• Prepare formal responses and supporting evidence for DTI cases.
• Support mediation/conciliation processes.
• Identify trends and suggest improvements from complaint data.

Skills

Customer service

Chat support

Phone support

Communication

Problem solving

De-escalation

Documentation

Regulatory liaison

Job description

About the role

You will handle customer concerns across multiple channels, with a focus on complex complaints and escalations, including those endorsed through the Department of Trade and Industry (DTI). The role requires both customer-facing expertise and strong back-end case management to ensure timely, compliant resolutions.

Key responsibilities

• Manage customer inquiries and complaints via chat, email, and phone

• Investigate and resolve disputes related to orders, payments, refunds, and deliveries

• Handle escalated and high-risk cases, including DTI-endorsed complaints

• Coordinate with internal teams (logistics, sellers, payments, etc.) to resolve complex issues

• Maintain accurate documentation and ensure adherence to SLAs and regulatory requirements

• Prepare formal responses, documentation, and supporting evidence for DTI cases

• Support or participate in mediation/conciliation processes

• Identify trends and recommend improvements based on complaint data

About you

• At least 2 years of experience in customer service, preferably in e-commerce

• Proven experience handling chat, email, and phone support

• Strong communication, problem-solving, and conflict resolution skills

• Fluent in English and Filipino

• Experience directly handling DTI-endorsed complaints and customer disputes

• Ability to communicate professionally with customers and regulatory officers

• Strong de-escalation skills for sensitive and high-risk cases

• Strong documentation and case tracking skills (audit-ready)

• Ability to coordinate with internal teams to gather information and resolve disputes

• Familiarity with DTI timelines, processes, and compliance requirements