Customer Support Specialist

Telexpress Philippines; Philippines; On-site; PHP 223,000 - 446,000; Full time

Job summary

Telexpress Philippines is seeking a skilled customer service professional to support e-commerce brands and customers onsite in the Philippines. You will manage complex inquiries, assess safety-related issues, and coordinate resolutions with cross-functional teams.

The role emphasizes risk-based decision making, clear written communication, and calm handling of sensitive cases in a fast-paced environment.

Qualifications

• Bachelor’s degree preferred.
• Experience in e-commerce customer service, preferably supporting platforms such as Amazon, Walmart, Shopify, or similar marketplaces.
• Experience handling product safety concerns, major customer complaints, and escalation cases.
• Ability to assess risks independently and determine the appropriate course of action.
• Excellent written and verbal communication skills.

Responsibilities

• Provide professional and timely assistance to customers through various support channels.
• Handle complex customer concerns, complaints, and escalations.
• Assess product safety-related issues and identify potential risks.
• Investigate customer concerns and coordinate with relevant teams for appropriate resolution.
• Exercise sound judgment when handling high-risk or sensitive cases.
• Maintain accurate documentation of customer interactions, complaints, and resolutions.
• Ensure compliance with company policies, procedures, and customer service standards.

Skills

E-commerce CS

Platform familiarity

Risk assessment

Escalations handling

Communication

Problem solving

Calm under pressure

Education

Bachelor’s degree preferred

Job description

Join our growing team and be part of a dynamic customer service environment supporting e-commerce customers and brands.

Join our growing team and be part of a dynamic customer service environment supporting e-commerce customers and brands.

Qualifications

• Bachelor’s degree preferred.
• Proven experience in e-commerce customer service, preferably supporting platforms such as Amazon, Walmart, Shopify, or similar marketplaces.
• Experience handling product safety concerns, major customer complaints, and escalation cases.
• Strong ability to assess risks independently and determine the appropriate course of action.
• Excellent written and verbal communication skills.
• Strong problem-solving, decision-making, and customer service skills.
• Ability to remain calm and professional when handling sensitive or high-impact customer concerns.
• Willing to work onsite and follow the required work schedule.

Key Responsibilities

• Provide professional and timely assistance to customers through various support channels.
• Handle complex customer concerns, complaints, and escalations.
• Assess product safety-related issues and identify potential risks.
• Investigate customer concerns and coordinate with relevant teams for appropriate resolution.
• Exercise sound judgment when handling high-risk or sensitive cases.
• Maintain accurate documentation of customer interactions, complaints, and resolutions.
• Ensure compliance with company policies, procedures, and customer service standards.

If you have strong e-commerce customer service experience and are confident in handling complex complaints and risk-related cases, we’d love to hear from you!