Customer Service Specialist (Hybrid Set-up)

enablesGROUP; Metro Manila; Hybrid; PHP 279,000 - 424,000; Full time

Benefits offered by this job

Health and life insurance Day 1

19 leave credits

Career advancement with reviews

Laptop provided

Office in Pasig

Profit-sharing potential

In-house learning & development

Job summary

enablesGROUP is seeking a Customer Service Specialist to support the CX team, handling inquiries across email, chat, and social channels and ensuring a best-in-class online shopping experience. The role emphasizes empathy, product knowledge, and timely problem-solving.

You will work in a hybrid setting (3x onsite, 2x WFH) at their Ortigas, Pasig location, contributing to ongoing customer satisfaction and continuous improvement.

Qualifications

• Experience in e-commerce or retail customer service.
• Strong verbal and written communication with empathy.
• 1–2 years’ experience using Shopify and Gorgias.
• Proficient in CRM tools and general computer skills.

Responsibilities

• Respond to customer inquiries via email, live chat, and social channels in a timely and professional manner.
• Identify opportunities to upsell and cross-sell based on customer interactions.
• Explain product features, benefits, and policies clearly.
• Keep knowledge up-to-date on products and policies.

Skills

Customer service

Communication

Empathy

CRM proficiency

Tools

Shopify

Gorgias

Job description

Join the enablesGROUP – Where Talent Meets Opportunity!

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.

Our Perks & Benefits include:

• Comprehensive health and life insurance starting Day 1, covering 2 eligible dependents.

• A total of 19 leave credits.

• Endless opportunities for career advancement with annual performance reviews and salary increases.

• Company-provided laptop to set you up for success.

• Convenient office location in Pasig, at the heart of Manila, accessible to all.

• Loyalty rewards: Employees celebrating 5 years could receive a profit-sharing scheme.

• In-house learning & development programs with access to the latest in AI and technology.

Job Title: Customer Service Specialist
Location: Ortigas, Pasig, PH
Work Schedule: Shifting Work Schedule (Hybrid | 3x Onsite, 2x WFH)

JOB DETAILS

We are seeking a compassionate and customer-focused Customer Service Specialist. Customer Experience (CX) Support will support the CX team with responding to customer enquiries in a timely and professional manner. This role will assist with customer communication and ensure that our customers are provided with a best-in-class online shopping experience.

This role is vital to ensuring exceptional customer satisfaction and upholding the values of our fitness-driven community. If you’re passionate about helping others and thrive in a dynamic environment, we’d love to have you on our team.

Key Responsibilities:

• Responding to all customer inquiries via Gorgias, including but not limited to emails, live chat and social media channels in a timely and professional manner. Inquiries will be related to products, orders, shipping, returns, and general support.

• Identifying opportunities to recommend additional products or services that enhance customer experience and drive sales through meaningful value-based conversations.

• Understanding and effectively communicating product features, benefits, and policies to customers.

• Continuously improving knowledge of products, services, and industry trends to better assist customers.

• Collaborating with other team members to resolve complex customer issues and escalations.

• Maintaining a positive and empathetic attitude toward customers while working to resolve their issues.

• Adhering to established performance metrics and goals related to response time, resolution rate, customer satisfaction, and more.

• Adapting quickly to changes in procedures, technology, and customer needs.

• Participating in regular team meetings and training sessions.

• Process orders, returns, and exchanges efficiently to maintain a seamless shopping experience.

• Maintain detailed records of customer interactions and transactions in the CRM system.

• Stay updated on product offerings, promotions, and policies to provide accurate assistance.

• Collaborate with internal teams to address customer concerns and enhance service quality.

• Identify and report customer trends, contributing to service and product improvements.

• Ensure all customer communications is on brand, using the MSCR tone of voice and follow brand guidelines.Represent the brand with professionalism, empathy, and a positive attitude in all interactions.

Qualifications:

• Prior customer service experience, ideally in e-commerce or retail.

• Strong verbal and written communication skills with a natural ability to empathize.

• Mandatory 1-2 years’ experience using Shopify and Gorgias

• Problem-solving mindset with a calm and diplomatic approach to challenges.

• Proficiency in CRM tools, Microsoft Office, and general computer skills.

• Ability to multitask, prioritize, and thrive in a fast-paced environment.

• Keen attention to detail for accurate order and data management.