Customer Solutions Support Specialist

Sound Connection Phils. Inc.; Cebu City; On-site; PHP 260,000 - 380,000; Full time

Job summary

Sound Connection Phils. Inc. is seeking a reliable Customer Solutions Support Specialist in Cebu City to deliver exceptional post-purchase support. You will handle inquiries by phone, email and chat, manage orders and shipments, and coordinate with vendors and carriers to resolve issues.

The role emphasizes organized multitasking, proactive problem solving and strong English communication. Weekend coverage and U.S. time-zone alignment may be required.

Qualifications

• Minimum of 2 years of customer service, support or order management experience.
• Strong written and verbal English communication skills.
• Excellent customer service and problem-solving abilities.
• Highly organized with strong attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with multiple software applications.

Responsibilities

• Serve as the primary point of contact for customers via phone, email and chat.
• Respond to inquiries regarding orders, shipping, returns, cancellations, warranties and product-related concerns.
• Provide timely updates on order status, backorders, delivery schedules and fulfillment activities.
• Handle inbound and outbound customer communications professionally and efficiently.
• Ensure a positive customer experience through proactive problem-solving and issue resolution.
• Monitor customer feedback and reviews across various platforms.
• Track, manage and update customer orders and shipments using multiple systems.
• Organize and prioritize daily tasks, including inbox management and follow-up activities.
• Maintain accurate records of customer interactions, order activity and support cases.
• Assist with fulfillment follow-up and shipment tracking.
• Utilize internal tools to document and manage operational activities.
• Process and support warranty, damage and shipping-related claims.
• Monitor claim status and communicate updates to customers and stakeholders.
• Handle marketplace-related claims, including Amazon A-to-Z and Safe-T claims when applicable.
• Identify recurring customer concerns and recommend process improvements.
• Escalate complex cases to the appropriate departments when necessary.
• Communicate with vendors and carriers regarding shipment status and delivery issues.
• Coordinate returns, shipping labels, freight quotes and related logistics requirements.
• Assist in resolving transportation and fulfillment-related concerns.
• Work closely with internal teams to ensure efficient issue resolution.

Skills

Customer service

Communication

Attention to detail

Multitasking

Time management

Independent work

Tools

Amazon Seller Central

Shopify

Gorgias

Google Workspace

Microsoft Excel

Job description

Job Overview

We are seeking a reliable and detail-oriented Customer Solutions Support Specialist to deliver exceptional customer support and ensure a seamless post-purchase experience. This role serves as the front line for customer inquiries, order updates, claims management and vendor coordination. The ideal candidate is highly organized, customer-focused and capable of managing multiple tasks while maintaining excellent communication and service standards.

Responsibilities

Customer Support & Communication

• Serve as the primary point of contact for customers via phone, email and chat
• Respond to inquiries regarding orders, shipping, returns, cancellations, warranties and product-related concerns
• Provide timely updates on order status, backorders, delivery schedules and fulfillment activities
• Handle inbound and outbound customer communications professionally and efficiently
• Ensure a positive customer experience through proactive problem-solving and issue resolution
• Monitor customer feedback and reviews across various platforms

Order Management & Administrative Support

• Track, manage and update customer orders and shipments using multiple systems
• Organize and prioritize daily tasks, including inbox management and follow-up activities
• Maintain accurate records of customer interactions, order activity and support cases
• Assist with fulfillment follow-up and shipment tracking
• Utilize internal tools to document and manage operational activities

Claims & Issue Resolution

• Process and support warranty, damage and shipping-related claims
• Monitor claim status and communicate updates to customers and stakeholders
• Handle marketplace-related claims, including Amazon A-to-Z and Safe-T claims when applicable
• Identify recurring customer concerns and recommend process improvements
• Escalate complex cases to the appropriate departments when necessary

Vendor & Carrier Coordination

• Communicate with vendors and carriers regarding shipment status and delivery issues
• Coordinate returns, shipping labels, freight quotes and related logistics requirements
• Assist in resolving transportation and fulfillment-related concerns
• Work closely with internal teams to ensure efficient issue resolution

Job Qualifications and Skills Set

Required Qualifications

• Minimum of 2 years of customer service, customer support or order management experience
• Strong written and verbal English communication skills
• Excellent customer service and problem-solving abilities
• Highly organized with strong attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Strong multitasking and time-management skills
• Comfortable working with multiple software applications simultaneously
• Self-motivated and capable of working independently

Preferred Qualifications

• Experience in eCommerce customer support or order fulfillment
• Familiarity with Amazon Seller Central, Shopify, Gorgias or similar platforms
• Experience using Google Workspace and Microsoft Excel
• Knowledge of shipping, logistics and post-purchase support processes
• Experience handling warranty, claims or marketplace support issues

Additional Requirements

• Able to work schedules aligned with U.S time zones
• Willingness to work weekends or holidays as part of a customer support team when required
• Tech-savvy and adaptable to new systems and processes