Customer Service Specialist (Contractual)

EnableSME, Inc.; Pasig; Remote; PHP 279,000 - 424,000; Full time

Job summary

EnableSME, Inc. is seeking a Customer Service Specialist to support our fashion eCommerce retail accounts across Australia, the United States, and New Zealand.

You will handle inquiries by voice, chat, and email, ensuring timely, accurate responses with empathy and professionalism. You will log interactions, manage orders, and resolve issues with a focus on first contact resolution, maintaining accurate records and collaborating with internal teams in a fast-paced environment.

Qualifications

• Handle customer inquiries via voice, chat, and email.
• Provide accurate product and order information with empathy.
• Resolve issues promptly with high first-contact resolution.
• Maintain organized records and follow up on open cases.

Responsibilities

• Handle customer enquiries via voice, chat, and email.
• Assist customers with order enquiries, product information, order status, and related concerns.
• Provide excellent customer service and aim for first contact resolution.
• Research and resolve customer issues accurately and in a timely manner.
• Accurately log calls, chats, emails, and customer information in the system.
• Follow up on open cases, tickets, chats, and emails when needed.
• Clearly explain products, services, and company information to customers.
• Ask probing questions to better understand customer needs.
• Process orders accurately and efficiently.
• Build positive working relationships with customers, peers, and management.
• Maintain professionalism, empathy, patience, and strong communication skills.
• Amenable to shifting schedules and additional tasks/projects if needed.

Skills

Excellent communication

Empathy

Customer service

Multitasking

Verbal & written

Job description

We are seeking a customer-focused Customer Service Specialist to support our Fashion eCommerce retail account, assisting customers across Australia, the United States, and New

Zealand through voice, chat, and email channels.

In this role, you will be responsible for delivering excellent customer service by handling order and product enquiries, resolving issues promptly with a high level of accuracy and empathy, and ensuring first contact resolution whenever possible; you will also maintain accurate records, follow through on open cases, and build positive relationships with customers and internal teams, all while thriving in a fast-paced, shifting schedule environment.

Qualifications / Key Responsibilities:

• Handle customer enquiries via voice, chat, and email.
• Assist customers with order enquiries, product information, order status, and related concerns.
• Provide excellent customer service and aim for first contact resolution.
• Research and resolve customer issues accurately and in a timely manner.
• Accurately log calls, chats, emails, and customer information in the system.
• Follow up on open cases, tickets, chats, and emails when needed.
• Clearly explain products, services, and company information to customers.
• Ask probing questions to better understand customer needs.
• Process orders accurately and efficiently.
• Build positive working relationships with customers, peers, and management.
• Maintain professionalism, empathy, patience, and strong communication skills.
• Amenable to shifting schedules and additional tasks/projects if needed.

Qualifications:

• 2-3 years’ BPO experience on end-to-end customer service enquiries (Blended: Chat, Email, Voice)
• 1-2 years’ work experience with AU/US/NZ Retail campaign is preferred.
• Experience in managing multiple chat sessions at the same time preferred (minimum of 4 concurrencies)
• Experience in providing voice and email support required.
• Passion to provide positive customer experience.
• Ability to communicate and engage effectively, verbally and in writing, with customers and partners.
• Ability to use and learn proprietary software systems.
• Experience in handling US Voice account is a plus.