Customer Service Representative (Retail/E-Commerce Experience)

Private Advertiser; Manila; Remote; PHP 360,000 - 420,000; Full time

Job summary

Private Advertiser is seeking a remote customer service specialist to handle daily inquiries via email and social media, ensuring timely responses and accurate ticket resolution.

You will document interactions in the CRM, assist with order tracking, returns, and policies, and collaborate with logistics and finance teams to improve the customer experience. Fluent English and e-commerce experience are required, with a reliable home office setup.

Qualifications

• Strong written and verbal English communication skills.
• Previous experience in customer service, preferably in e-commerce, retail, or lifestyle brands.
• Familiarity with CRM platforms (e.g., Gorgias, Shopify backend) is an advantage.
• High level of attention to detail and ability to multitask.
• Comfortable working independently in a remote environment.
• Stable internet connection and home office setup.

Responsibilities

• Manage daily inbound enquiries, ensuring all tickets are responded to promptly and resolved within established service-level standards.
• Provide clear, professional, and empathetic communication at all times.
• Ensure accurate documentation of all customer interactions in the CRM system.
• Troubleshoot and resolve customer concerns relating to order tracking and delivery delays, returns and exchanges, payments and refunds, and product details, sizing, availability, and policies.
• Liaise with warehouse, logistics, retail, and finance teams to resolve operational issues.
• Escalate complex cases appropriately while maintaining ownership of the customer experience.
• Identify recurring customer concerns and flag patterns or issues to the relevant teams.
• Proactively suggest improvements to policies, workflows, or systems to reduce repeat queries.
• Meet agreed KPIs, including first response time, resolution time, and ticket accuracy and quality standards.

Skills

English fluency

Customer service

E-commerce experience

CRM familiarity

Attention to detail

Remote work

Tools

Gorgias

Shopify backend

Job description

About the role

Act as the primary point of contact for customers across email and social media platforms, managing daily inbound enquiries and ensuring all tickets are responded to promptly and resolved within established service-level standards.

Key responsibilities

• Manage daily inbound enquiries, ensuring all tickets are responded to promptly and resolved within established service-level standards
• Provide clear, professional, and empathetic communication at all times
• Ensure accurate documentation of all customer interactions in the CRM system
• Troubleshoot and resolve customer concerns relating to order tracking and delivery delays, returns and exchanges, payments and refunds, and product details, sizing, availability, and policies
• Liaise with warehouse, logistics, retail, and finance teams to resolve operational issues
• Escalate complex cases appropriately while maintaining ownership of the customer experienceEnsure all communication reflects the brand's tone, culture, and service philosophy
• Identify recurring customer concerns and flag patterns or issues to the relevant teams
• Proactively suggest improvements to policies, workflows, or systems to reduce repeat queries
• Meet agreed KPIs, including first response time, resolution time, and ticket accuracy and quality standards

About you

• Strong written and verbal English communication skills
• Previous experience in customer service, preferably in e-commerce, retail, or lifestyle brands
• Familiarity with CRM platforms (e.g., Gorgias, Shopify backend) is an advantage
• High level of attention to detail and ability to multitask
• Comfortable working independently in a remote environment
• Stable internet connection and home office setup