DTI-Savvy Customer Success & Dispute Specialist

FinCom Technologies; Quezon City; On-site; PHP 360,000 - 540,000; Full time

Job summary

FinCom Technologies is seeking an experienced Customer Success Representative with exposure to DTI-handled cases to join our growing e-commerce team. You will manage customer inquiries across chat, email, and phone, investigate disputes, and ensure timely, compliant resolutions.

The role requires strong communication, problem-solving, and documentation skills, plus the ability to work shifting schedules, including weekends and holidays, while coordinating with logistics, payments, and regulatory

Qualifications

• Minimum 2 years of experience in customer service, preferably in e-commerce
• Experience handling chat, email, and phone support
• Fluent in English and Filipino
• Willing to work shifting schedules, including weekends and holidays
• DTI-endorsed complaints handling experience (regulatory exposure)
• Experience coordinating with internal teams for issue resolution and compliance

Responsibilities

• Manage customer inquiries and complaints via chat, email, and phone
• Investigate and resolve disputes related to orders, payments, refunds, and deliveries
• Handle escalated and high-risk cases, including DTI-endorsed complaints
• Coordinate with internal teams (logistics, sellers, payments, etc.) to resolve complex issues
• Maintain accurate documentation and ensure adherence to SLAs and regulatory requirements
• Prepare formal responses and supporting evidence for DTI cases (back-end)

Skills

Customer service

Multichannel support

Communication skills

Conflict resolution

English & Filipino

Job description

FinCom Technologies is seeking an experienced Customer Success Representative with exposure to DTI-handled cases to join our growing e-commerce team. You will manage customer inquiries across chat, email, and phone, investigate disputes, and ensure timely, compliant resolutions.

The role requires strong communication, problem-solving, and documentation skills, plus the ability to work shifting schedules, including weekends and holidays, while coordinating with logistics, payments, and regulatory