E-commerce Admin & Customer Support Specialist

VAP; Cebu City; Presencial; PHP 279 000 - 424 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

HMO w/ Dental Coverage

2-week paid Holiday Break

Fixed weekends off

Day shift schedule

Resumo da oferta

VAP is seeking a General Admin Assistant to own day-to-day customer service, order operations, and product management across multiple online platforms. You will handle inquiries, process orders, coordinate fulfilment, and support Etsy and Shopify operations while following established processes.

You will work onsite at our Cebu office, join a team that values accuracy, proactive communication, and collaborative support, and enable smooth workflow across channels.

Qualificações

• Previous experience in customer service, customer support, e-commerce administration, or a similar role.
• Strong written English communication skills with a calm, professional, and customer-focused approach.
• High attention to detail, particularly when checking print files, product information, orders, and customer requirements.
• Comfortable managing multiple online platforms, systems, and workflows simultaneously.
• Self-motivated and able to follow documented processes independently.
• Strong organisational and follow-up skills, with the ability to manage multiple orders, enquiries, and deadlines.
• Comfortable handling customer enquiries, order issues, damaged or faulty orders, and fulfilment concerns.
• Able to use judgement when working with response templates and personalise communication when needed.
• Comfortable working with product listings, digital assets, artwork templates, and basic design-related workflows.
• Able to identify outdated, incomplete, or inaccurate product information and follow through on required updates.
• Familiarity with Shopify and/or Etsy is highly regarded.
• Experience with CRM, helpdesk, or customer communication platforms such as Tidio is highly regarded.
• Comfortable learning new platforms, fulfilment systems, and internal tools quickly.
• Experience working with fulfilment providers, couriers, or online order processing is advantageous
• Amenable working onsite in our Cebu Office (IT Park, Cebu)

Responsabilidades

• Customer Service & Enquiry Management
• Monitor and respond to inbound enquiries through email, live chat, contact forms, and other customer communication platforms.
• Handle new and existing order enquiries in a timely and professional manner.
• Manage damaged or faulty order cases and coordinate with fulfilment partners or couriers to resolve issues.
• Use pre-written response templates while applying appropriate judgement to personalise responses.
• Manage the Etsy inbox and respond to customer messages.
• Monitor and manage review moderation.
• Order Processing & Fulfilment
• Manage custom design approval workflows, process customer feedback, and coordinate required edits.
• Process manual designs for custom orders through the relevant portal.
• Conduct print-file quality checks using established internal checklists before fulfilment.
• Process orders through multiple fulfilment providers.
• Track order progress and flag delays, exceptions, or issues to the Director.
• Create postal labels for international orders where required.
• Top up fulfilment wallets and manage payments related to order processing.
• Product & Design Management
• Build and maintain the asset library for existing products.
• Refresh products to align with current events and seasonal requirements.
• Build and maintain the library of events on the website.
• Maintain artwork templates and make updates or edits where required.
• Support product and asset updates across relevant online stores.
• Etsy Store Management
• Process Etsy orders and customer messages using established store workflows.
• Process manual designs for applicable Etsy orders.
• Periodically audit the product catalogue and flag outdated or underperforming listings.
• Manage Etsy fulfilment and shipping timelines.
• Schedule monthly sales and promotions.
• Shopify Store Management
• Audit the Shopify product catalogue and flag outdated or underperforming listings.
• Create and update product listings and shipping profiles.
• Refresh listing images and product assets where required.
• Add SEO-friendly content to the website and product listings.
• Provide ongoing store support through website updates, asset changes, and product edits.
• Finance & Administration
• Ensure expenses related to order processing and fulfilment are accurately recorded.
• Maintain accurate records relating to orders, fulfilment, payments, and customer interactions.
• Complete general administrative tasks that support smooth day to day operations.
• Follow established processes and elevate exceptions or issues when required.

Conhecimentos

Customer service

E-commerce administration

Shopify

Etsy

CRM / helpdesk

Multiplatform management

Attention to detail

English communication

Ferramentas

Shopify

Etsy

Tidio

Descrição da oferta de emprego

VAP is seeking a General Admin Assistant to own day-to-day customer service, order operations, and product management across multiple online platforms. You will handle inquiries, process orders, coordinate fulfilment, and support Etsy and Shopify operations while following established processes.

You will work onsite at our Cebu office, join a team that values accuracy, proactive communication, and collaborative support, and enable smooth workflow across channels.