E-commerce CSR Lead

RIMINI CHPH FASHIONS, INC.; Taguig; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

RIMINI CHPH FASHIONS, INC. seeks a Customer Service Lead to oversee end-to-end customer service operations across all e-commerce platforms and maintain high service quality, SLA compliance, and account health while guiding the team in daily execution.

You will act as the primary escalation point for complex issues and work with Warehouse, Inventory, Channel Management, Finance and Brand teams to resolve concerns while continuously improving processes to protect brand reputation.

Qualifications

• Bachelor’s degree in business, communications, operations, or related field.
• 3+ years in customer service or e-commerce with leadership exposure.
• Strong understanding of marketplace SLAs, tools, and after-sales processes.
• Experience managing escalations and platform compliance issues.

Responsibilities

• Lead, coach, and supervise the Customer Service team across chat, reviews, returns, refunds, and claims.
• Assign workloads, manage schedules, and ensure adequate coverage across platforms.
• Monitor individual and team performance against SLAs and KPIs.
• Support onboarding, training, and continuous upskilling of team members.
• Review and approve responses for sensitive or escalated customer cases.
• Coordinate cross-functionally with Warehouse, Inventory, Channel Management, Finance, and Brand teams to resolve issues.
• Monitor seller fault metrics, return and refund rates, and claims performance.
• Prepare regular reports on customer service performance, trends, and risks.

Skills

People management

Communication

Conflict resolution

Analytics

Multi-platform leadership

Education

Bachelor’s degree in Business/Communications/Operations

Job description

Job Summary

The Customer Service Lead oversees end-to-end customer service operations across all e-commerce platforms. This role ensures high service quality, SLA compliance, and account health while leading the customer service team in daily execution. The Customer Service Lead acts as the primary escalation point for complex customer issues and platform concerns, while continuously improving processes to enhance customer experience and protect brand reputation.

Key Responsibilities

Team Leadership and Performance Management

• Lead, coach, and supervise the Customer Service team across chat, reviews, returns, refunds, and claims.




• Assign workloads, manage schedules, and ensure adequate coverage across platforms.




• Monitor individual and team performance against SLAs and KPIs.




• Support onboarding, training, and continuous upskilling of team members.

Customer Experience and Service Quality

• Ensure consistent, professional, and brand-aligned communication across all customer touchpoints.




• Review and approve responses for sensitive or escalated customer cases.




• Implement best practices to improve customer satisfaction and retention.

Escalation and Issue Resolution

• Act as the main escalation point for complex, high-risk, or high-impact customer concerns.




• Coordinate cross-functionally with Warehouse, Inventory, Channel Management, Finance, and Brand teams to resolve issues.




• Manage platform escalations related to account health, penalties, or compliance.

SLA, Compliance, and Account Health Management

• Ensure compliance with marketplace SLAs for chat response, resolution, and after-sales processing.




• Monitor seller fault metrics, return and refund rates, and claims performance.




• Implement corrective actions to reduce service-related risks and platform penalties.

Reporting and Continuous Improvement

• Prepare regular reports on customer service performance, trends, and risks.




• Identify recurring customer issues and recommend operational or policy improvements.




• Develop and maintain customer service SOPs, templates, and escalation frameworks.

Stakeholder Coordination

• Provide regular updates to management on customer service performance and risks.




• Align closely with Client Services and Brand teams on customer experience standards and priorities.

Qualifications and Requirements

• Bachelor’s degree in Business, Communications, Operations, or a related field preferred.




• At least 3 years of experience in customer service or e-commerce operations, with leadership exposure.




• Strong understanding of marketplace SLAs, customer service tools, and after-sales processes.




• Experience managing escalations and platform compliance issues.

Skills and Competencies

• Strong people management and coaching skills.




• Excellent communication and conflict resolution abilities.




• Analytical mindset with attention to detail and risk management.




• Ability to manage multiple platforms, teams, and priorities.




• Structured and solution oriented leadership approach.

Key Performance Indicators

• Customer satisfaction and rating scores.




• SLA compliance across chat, reviews, returns, and claims.




• Reduction in escalations and seller fault incidents.




• Team productivity and quality assurance scores.