Customer Service Representative - Ecommerce

Fincom Technologies; Quezon City; On-site; PHP 360,000 - 540,000; Full time

Job summary

FinCom Technologies is seeking an experienced Customer Success Representative with exposure to DTI-handled cases to join our growing e-commerce team. You will manage customer inquiries across chat, email, and phone, investigate disputes, and ensure timely, compliant resolutions.

The role requires strong communication, problem-solving, and documentation skills, plus the ability to work shifting schedules, including weekends and holidays, while coordinating with logistics, payments, and regulatory

Qualifications

• Minimum 2 years of experience in customer service, preferably in e-commerce
• Experience handling chat, email, and phone support
• Fluent in English and Filipino
• Willing to work shifting schedules, including weekends and holidays
• DTI-endorsed complaints handling experience (regulatory exposure)
• Experience coordinating with internal teams for issue resolution and compliance

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 and supporting evidence for DTI cases (back-end)

Skills

Customer service

Multichannel support

Communication skills

Conflict resolution

English & Filipino

Job description

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

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