Customer Success Specialist - E-commerce Disputes (DTI)

FinCom Technologies; Quezon City; On-site; PHP 290,000 - 513,000; Full time

Job summary

FinCom Technologies seeks an experienced Customer Success Representative to handle escalations and DTI-endorsed complaints within a growing e-commerce team. The role combines customer-facing duties with back-end case management to ensure timely, compliant resolutions.

You will manage inquiries via chat, email and phone, investigate disputes, and coordinate with internal teams to resolve complex issues while maintaining audit-ready documentation and adherence to SLAs and regulatory requirements.

Qualifications

• Minimum 2 years in customer service, preferably in e-commerce.
• Experience handling chat, email and phone support.
• Excellent communication, problem-solving and conflict resolution skills.
• Fluent in English and Filipino.
• Willing to work shifting schedules, including weekends and holidays.

Responsibilities

• Handle customer inquiries across chat, email and phone.
• Investigate and resolve disputes related to orders, payments, refunds and deliveries.
• Manage DTI-endorsed complaints and regulatory escalations.
• Coordinate with logistics, payments and seller teams to resolve issues.
• Maintain accurate documentation and ensure SLAs and regulatory compliance.

Skills

Customer support

Communication

Problem solving

Conflict resolution

English fluency

Filipino fluency

Job description

FinCom Technologies seeks an experienced Customer Success Representative to handle escalations and DTI-endorsed complaints within a growing e-commerce team. The role combines customer-facing duties with back-end case management to ensure timely, compliant resolutions.

You will manage inquiries via chat, email and phone, investigate disputes, and coordinate with internal teams to resolve complex issues while maintaining audit-ready documentation and adherence to SLAs and regulatory requirements.