Retail/Fashion Customer Experience Specialist - AU Account/Blended (Onsite)

enablesGROUP; Metro Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

enablesGROUP is seeking a Customer Experience Specialist to join its Australian fashion retail ecommerce team. The role focuses on building customer relationships, solving complex issues, and delivering service that creates loyalty across voice, live chat, and email channels.

You will thrive in a fast-paced environment, manage multiple chats, document interactions in CRM, and collaborate with internal teams to resolve inquiries quickly while upholding a high standard of customer care.

Qualifications

• Minimum 2 years BPO Customer Service experience.
• Blended support experience (Voice, Live Chat & Email).
• Experience managing multiple live chat conversations simultaneously (2-3; 4+ preferred).
• Strong experience handling inquiries through resolution.
• Familiar with order enquiries, returns/exchanges, refunds, delivery, billing.

Responsibilities

• Deliver outstanding customer support through voice, live chat, and email.
• Assist customers with product enquiries, order tracking/management, returns, exchanges, refunds, delivery concerns, billing, and general product support.
• Resolve customer concerns with empathy, professionalism, and ownership.
• Handle multiple live chat conversations while maintaining service quality.
• Build customer trust and loyalty through positive interactions.
• Accurately document customer interactions using CRM systems.
• Collaborate with internal teams to ensure timely issue resolution.

Skills

BPO customer service

Multichannel support

English proficiency

Live chat handling

Customer empathy

Tools

Zendesk

Salesforce

Shopify

Gorgias

Job description

Why Join enablesGROUP?

Since 2016, enablesGROUP has been on a mission: to deliver high-quality operations and outsourcing services to every client, big or small.

Fast forward to 2026, we’ve grown our global footprint to serve 100+ clients and expanded into 4 key industries. At enablesGROUP, you’re not just joining a company – you’re joining a community that values growth, learning, and success. Check us out at www.enablesgroup.com.

At enablesGROUP, you’re not just joining a company – you’re joining a community that values growth, learning, and success.

We have market leading engagement scores and invest heavily in your Learning and Development, with a specific focus on enhancing your ability to leverage AI in your daily tasks.

________________________________________________________________________________

Job Title: Customer Experience Specialist
Location: Ortigas, Pasig, PH
Work Schedule: Full onsite | Dayshift
Industry: Retail or Fashion Industry Experience Required

Job Summary:

Are you passionate about creating exceptional customer experiences rather than simply answering customer enquiries?

We are looking for a Customer Experience Specialist to join our growing Australian fashion retail eCommerce team. This role is ideal for professionals who enjoy building customer relationships, solving complex issues, and delivering service that creates customer loyalty.

If you thrive in a fast-paced environment and have experience supporting customers through voice, live chat, and email, we'd love to hear from you.

What You'll Do

As a Customer Experience Specialist, you'll become the voice of a well-established international fashion brand by delivering exceptional customer service across multiple channels.

Your responsibilities include:

• Deliver outstanding customer support through voice, live chat, and email

• Assist customers with:

  • Product enquiries

  • Order tracking and order management

  • Returns, exchanges, and refunds

  • Delivery enquiries

  • Payment and account concerns

  • General product support

• Resolve customer concerns with empathy, professionalism, and ownership

• Handle multiple live chat conversations while maintaining service quality

• Build customer trust and long-term loyalty through positive customer interactions

• Accurately document customer interactions using CRM systems

• Collaborate with internal teams to ensure timely issue resolution

What We're Looking For

Required Experience

Minimum 2 years BPO Customer Service experience

Blended support experience (Voice, Live Chat & Email)

Experience managing multiple live chat conversations simultaneously (minimum 2-3 concurrent chats; 4+ preferred)

Strong experience handling customer concerns from enquiry through resolution

Experience with:

• Order enquiries

• Returns & exchanges

• Refunds

• Delivery concerns

• Customer complaints

• Billing enquiries

Preferred Background

Candidates with experience supporting any of the following are highly preferred:

• Fashion Retail

• Retail eCommerce

• Shopify

• Amazon

• eBay

• Etsy

• Online Marketplace

• Logistics / Delivery Support

• Travel & Hospitality

• Customer Experience (CX) Accounts

Experience supporting Australian, New Zealand, or North American customers is an advantage.

Experience using platforms such as Zendesk, Salesforce, Gorgias, Shopify, or other CRM systems is highly desirable.

What Makes You Successful

We're looking for someone who:

• Has exceptional English communication skills (written and verbal)

• Enjoys helping customers and creating positive experiences

• Demonstrates empathy and professionalism in every interaction

• Can confidently handle difficult customer conversations

• Builds customer trust and brand loyalty

• Takes ownership of customer concerns until fully resolved

• Thrives in a fast-paced, high-volume environment

• Can multitask while maintaining quality and accuracy