DTI-Savvy Customer Success Specialist (E‑commerce)

FinCom Technologies; Quezon City; Sur place; PHP 300 000 - 420 000; Plein temps

Résumé du poste

FinCom Technologies in Manila invites an experienced Customer Success Representative to manage complex, DTI-related cases within our growing e-commerce team. You will handle customer concerns across chat, email, and phone, ensuring timely, compliant resolutions.

The role combines frontline support with backend case management, including preparing formal responses and documenting findings to support DTI timelines and regulatory requirements. Fluency in English and Filipino is required.

Qualifications

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

Responsabilités

• Handle customer inquiries and complaints via chat, email, and phone.
• Investigate and resolve disputes related to orders, payments, refunds, and deliveries.
• Manage DTI-endorsed complaints and escalated cases.
• Coordinate with logistics, sellers, payments, and other internal teams to resolve issues.
• Maintain accurate documentation and ensure compliance with SLAs and regulatory requirements.

Connaissances

Customer service

Multichannel support

English fluency

Filipino fluency

Communication skills

Flexibility

Outils

Chat support tools

Case management

Description du poste

FinCom Technologies in Manila invites an experienced Customer Success Representative to manage complex, DTI-related cases within our growing e-commerce team. You will handle customer concerns across chat, email, and phone, ensuring timely, compliant resolutions.

The role combines frontline support with backend case management, including preparing formal responses and documenting findings to support DTI timelines and regulatory requirements. Fluency in English and Filipino is required.