Customer Service Representative (E-commerce) | Part-time

SupportNinja; Philippines; Remote; PHP 526,000 - 877,000; Part time

Benefits offered by this job

Remote work

Job summary

SupportNinja is hiring a Customer Service Representative (E-commerce) for a part-time remote role in the Philippines. The position requires handling email and inbound calls, assisting with orders, and providing product information with upsell opportunities. Night shift availability and ASAP start date are noted.

Ideal candidates have strong spoken and written English, experience with e-commerce support, and a focus on customer retention. Prior use of tools like Intercom or Shopify is a plus.

Qualifications

• Excellent spoken English; clear pronunciation and professional phone support.
• Excellent written English; strong grammar and email communication.
• E-commerce customer support experience including orders, cancellations, refunds, and exchanges.
• Inbound voice experience; comfortable handling calls and time-sensitive requests.
• Sales and retention mindset; identify upsell opportunities and turn refunds into exchanges or retained orders.
• Strong customer service skills; empathetic, patient, and trustworthy.
• Adaptability to evolving workflows in a developing support operation.

Responsibilities

• Respond to customer inquiries via email and inbound phone.
• Assist customers with order cancellations and order placement.
• Answer product questions and provide recommendations.
• Identify upsell opportunities during customer interactions.
• Handle refund, return, and exchange requests with a focus on customer retention.
• Follow established customer service policies and workflows.
• Escalate issues requiring client approval or policy exceptions.
• Adapt to new processes and workflows as the client builds out its support operation.

Skills

Excellent spoken English

Excellent written English

E-commerce customer support

Inbound voice experience

Sales and retention mindset

Strong customer service

Adaptability

Tools

Intercom

Shopify

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Service Representative (E-commerce) | Part-time

Service Delivery Part Time Hourly Philippines - Remote, PH 1 Attachments

6 days ago Requisition ID: 4378

Work Setup: Remote

Contract Type: Part-time (25 hours per week)

Equipment: BYOD

Schedule: TBD (Must be open to night shift)

Start Date: ASAP

What does a day in the life ofa Customer Service Representative look like?

• Respond to customer inquiries via email and inbound phone.
• Assist customers with order cancellations and order placement.
• Answer product questions and provide recommendations.
• Identify appropriate upsell opportunities during customer interactions.
• Handle refund, return, and exchange requests with a focus on customer retention.
• Follow established customer service policies and workflows.
• Escalate issues requiring client approval or policy exceptions.
• Adapt to new processes and workflows as the client builds out its support operation.

What are the required qualifications of a Customer Service Representative?

• Excellent spoken English:Clear pronunciation, strong communication skills, and the ability to confidently support US-based customers over the phone.
• Excellent written English: Strong grammar, comprehension, and professional email communication skills.
• E-Commerce customer support experience: Familiarity with order management, cancellations, refunds, exchanges, and general product inquiries.
• Inbound voice experience:Comfortable handling customer calls, including potentially difficult conversations and time-sensitive requests.
• Sales and retention mindset: Ability to identify upselling opportunities, offer appropriate product recommendations, and turn potential refunds into exchanges or retained orders.
• Strong customer service skills:Empathetic, patient, proactive, and able to build trust with customers.
• Adaptability:Comfortable joining a developing customer service operation where workflows and processes are still being established.

Preferred Qualifications

• Previous experience using Intercom for customer support.
• Familiarity with Intercom Fin or AI-assisted customer service workflows.
• Experience supporting beauty, wellness, hair care, supplements, or other health-related eCommerce brands.
• Experience with Shopify or similar eCommerce platforms.
• Previous experience in customer retention, product recommendations, or upselling.
• Experience supporting US-based consumer brands.

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

Attachments (1)

WFH Workstation Requirements-revised 6.25.2025.pdf