Customer Service Representative - Ecommerce

FINCOM TECHNOLOGIES INC.; Quezon City; On-site; PHP 279,000 - 446,000; Full time

Job summary

FINCOM TECHNOLOGIES INC. in Quezon City is seeking a Customer Service Specialist to manage inquiries across chat, email, and phone, focusing on complex complaints and escalations including DTI-endorsed cases.

You will coordinate with logistics, sellers, payments, and other teams to resolve disputes, maintain meticulous documentation, and ensure compliance with SLAs and regulatory requirements. Fluent in English and Filipino; minimum 2 years in customer service is preferred.

Qualifications

• At least 2 years of experience in customer service, preferably in e-commerce.
• Experience handling chat, email, and phone support.
• Strong communication, problem-solving, and conflict resolution skills.
• Fluent in English and Filipino.
• Experience handling DTI-endorsed complaints and customer disputes.
• Ability to communicate professionally with customers and regulatory officers.
• Strong de-escalation and audit-ready documentation skills.
• Ability to coordinate with internal teams to gather information and resolve disputes.

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

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