Customer Service Representative (Retail/eCommerce) | Onsite

Deployed Philippines Inc.; Metro Manila; On-site; PHP 1,116,000 - 1,897,000; Full time

Benefits offered by this job

Day 1 HMO & Life/Accident Insurance

Go Global: international accounts & up

Workplace Perks & Culture

Job summary

Deployed Philippines Inc. is a tech-led logistics and fulfilment innovator in Metro Manila. The role leads client engagement, oversees ticketing and SLA management, and collaborates across Operations, Tech, and Finance to resolve complex fulfillment issues.

You will onboard clients, train teams on self-service dashboards, and drive continuous improvements in support processes, with onsite work hours 6:00 am to 3:00 pm PHT.

Qualifications

• 4–5 years of leadership or team management experience in a customer support or operations setting.
• Outstanding written communication that is clear, concise, professional, and customer-first.
• Direct experience with ticketing and tracking platforms like HubSpot, JIRA, Slack, Trello, or Asana.
• Strong understanding of online retail order flows, warehouse picking/packing, shipping tracking, and returns/reverse logistics.
• Analytical and detail-driven approach to identifying operational glitches and inventory discrepancies.

Responsibilities

• Act as the face of our brand across Email, Slack, and HubSpot with friendly, timely support.
• Daily review, triage, and resolution of support tickets in HubSpot and JIRA; monitor SLAs and escalate breaches.

Skills

Leadership experience

Written communication

Ticketing platforms

Analytical thinking

Organizational skills

Tools

HubSpot Service Hub

JIRA

Slack

Trello

Asana

Job description

About the Client

This client is a tech-led logistics and fulfilment innovator that is revolutionising traditional 3PL and returns management for online and physical retailers. By leveraging advanced robotics, AI-driven software, and strategic urban facilities, they deliver fast same-day dispatch and intelligent end-to-end solutions that elevate the retail experience.

What You'll Do

• Client Engagement & Experience: Act as the face of our brand across Email, Slack, and HubSpot. Deliver friendly, timely, and solutions-oriented support while proactively keeping clients updated on open requests.

• Ticket & SLA Management: Daily review, triage, and resolution of support tickets in HubSpot and JIRA. Track SLAs (response and resolution times) and escalate potential breaches to protect the customer experience.

• Order, Inventory & Fulfilment Troubleshooting: Investigate order statuses, stock variances, carrier tracking, and dispatch exceptions using our Order Management System (OMS). Partner closely with warehouse and transport teams to fix fulfillment errors.

• Cross-Departmental Collaboration: Coordinate with Operations, Tech, and Finance to solve multi-faceted issues (e.g., billing, integrations, technical bugs). Document clear bug reports in JIRA with steps to reproduce.

• Knowledge Sharing & Continuous Improvement: Keep support templates, FAQs, and internal user guides up to date. Identify opportunities to streamline workflows, reduce repetitive tasks, and eliminate recurring issues.

• Reporting & Client Onboarding: Create daily transaction summaries and custom supply chain reports. Onboard and train client teams on our self-service visibility dashboards.

What We're Looking For

• 4–5 years of leadership or team management experience, ideally within a customer support or operations environment.

• Outstanding written communication that is clear, concise, professional, and customer-first.

• Direct experience with ticketing and tracking platforms like HubSpot Service Hub, JIRA, Slack, Trello, or Asana.

• Strong understanding of online retail order flows, warehouse picking/packing, shipping tracking, and returns/reverse logistics.

• Analytical and detail-driven approach to tracking down operational glitches or inventory discrepancies.

• Methodical, calm, and highly organized in a dynamic, high-volume environment.

Work Arrangement

Onsite| Monday to Friday | 6:00 am to 3:00 pm PHT

Perks & Benefits

• Day 1 HMO & Protection: Prioritize your peace of mind! Secure your health with HMO coverage right on day one, plus full life and accident insurance

• Go Global: Build your portfolio with international accounts and continuous upskilling to fast-track your career

• Workplace Perks & Great Culture: Work out of a sleek Ortigas hub, snag flexible work options, and enjoy a vibrant team culture packed with regular events, and dedicated HR support every step of the way.