Customer Support and Sales Representative

Royalty One Retailers Corp.; Manila; On-site; PHP 290,000 - 446,000; Full time

Job summary

Royalty One Retailers Corp. seeks a Customer Support & Sales Representative for e-commerce operations.

In this dual-focused role, you will respond to inquiries, process orders, and resolve post-purchase issues while actively driving sales across Shopee, Lazada, TikTok Shop, and the company website. The ideal candidate communicates clearly in English, handles chats professionally, upsells products, coordinates with warehouse and logistics, and maintains accurate records across multiple platforms

Qualifications

• Experience in customer support or sales in an e-commerce or online retail setting.
• Excellent English communication skills (verbal and written).
• Ability to upsell and close leads via chat.
• Familiar with major e-commerce platforms (Shopee, Lazada, TikTok Shop).
• Strong problem-solving, multitasking, and communication in a fast-paced environment.

Responsibilities

• Respond to customer inquiries via live chat, social media, email, and phone; handle returns, exchanges, refunds, and order-tracking issues.
• Proactively assist browsing customers, upsell products, and convert inquiries into orders.
• Manage and process orders, cancellations, and modifications across online platforms (Shopee, Lazada, TikTok Shop, website).
• Collaborate with warehouse, fulfillment, and logistics to ensure timely dispatch and resolve shipping issues.
• Maintain store seller ratings and fast response times; gather customer insights to improve products and marketing.
• Maintain accurate customer interaction logs and escalate complex issues to management when needed.

Skills

E-commerce experience

English proficiency

Sales & upselling

Communication skills

Order management familiarity

Shipping & returns knowledge

Multi-tasking & organization

Tools

Shopee

Lazada

TikTok Shop

Order management systems

Job description

Job Title: Customer Support & Sales Representative (E-Commerce)

Job Description

We are seeking a Customer Support & Sales Representative with experience in e-commerce operations. In this dual-focus role, you will handle customer inquiries, process orders, resolve post-purchase concerns, and actively drive sales by recommending products, upselling, and closing leads across our online platforms. The ideal candidate is a skilled communicator who thrives in a fast-paced retail environment and can seamlessly blend customer satisfaction with sales growth.

Key Responsibilities:

• Customer Support & Engagement: Respond promptly to customer inquiries via live chat, social media, email, and phone. Handle returns, exchanges, refunds, and order-tracking issues professionally.
• E-Commerce Sales & Upselling: Proactively assist browsing customers, answer product feature inquiries, recommend complementary products, and convert chat inquiries into completed orders.
• Store Operations & Order Processing: Manage and process orders, cancellations, and modifications across online platforms (e.g., Shopee, Lazada, TikTok Shop, and website portals).
• Cross-Functional Coordination: Collaborate closely with warehouse, fulfillment, and logistics teams to ensure timely order dispatch and resolve shipping issues.
• Platform Monitoring & Feedback: Maintain store seller ratings and chat response rates by providing fast, helpful responses. Gather customer insights to help improve product offerings and marketing strategy.
• Record Keeping & Escalation: Maintain accurate customer interaction logs and elevate complex technical or administrative issues to management when necessary.

Required Skills & Qualifications:

• Proven experience as a Customer Support or Sales Representative in an e-commerce or online retail setting.
• Strong verbal and written communication skills in English (Tagalog fluency is a strong plus).
• Demonstrated ability to drive sales, handle objections, and upsell products through chat.
• Hands‑on familiarity with major e-commerce platforms (Shopee, Lazada, TikTok Shop) and order management systems.
• Excellent problem‑solving, conflict‑resolution, and multi‑tasking skills in a high‑volume environment.
• Strong organizational skills and proficiency in Google Workspace or Microsoft Office.
• Solid understanding of e-commerce shipping, logistics, and return workflows.