Customer Service Representative - Ecommerce

FinCom Technologies; Quezon City; On-site; PHP 290,000 - 513,000; Full time

Job summary

FinCom Technologies seeks an experienced Customer Success Representative to handle escalations and DTI-endorsed complaints within a growing e-commerce team. The role combines customer-facing duties with back-end case management to ensure timely, compliant resolutions.

You will manage inquiries via chat, email and phone, investigate disputes, and coordinate with internal teams to resolve complex issues while maintaining audit-ready documentation and adherence to SLAs and regulatory requirements.

Qualifications

• Minimum 2 years in customer service, preferably in e-commerce.
• Experience handling chat, email and phone support.
• Excellent communication, problem-solving and conflict resolution skills.
• Fluent in English and Filipino.
• Willing to work shifting schedules, including weekends and holidays.

Responsibilities

• Handle customer inquiries across chat, email and phone.
• Investigate and resolve disputes related to orders, payments, refunds and deliveries.
• Manage DTI-endorsed complaints and regulatory escalations.
• Coordinate with logistics, payments and seller teams to resolve issues.
• Maintain accurate documentation and ensure SLAs and regulatory compliance.

Skills

Customer support

Communication

Problem solving

Conflict resolution

English fluency

Filipino fluency

Job description

We are looking for an experienced Customer Success Representative with strong exposure to DTI-handled cases to join our growing e-commerce team. This role is critical in managing customer complaints, resolving disputes, and ensuring compliance with Philippine consumer protection regulations.

Role Overview:

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

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
• Willing to work shifting schedules, including weekends and holidays

DTI / Regulatory Experience (Required):

Front-End (External Handling)

• Experience directly handling DTI-endorsed complaints and customer disputes
• Ability to communicate professionally with customers and regulatory officers
• Experience supporting or participating in mediation/conciliation processes

Back-End (Case Management & Compliance)

• Experience preparing formal responses, documentation, and supporting evidence for DTI 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
• Ability to identify trends and recommend improvements based on complaint data