E-Commerce CSR: Zendesk & Multichannel Support (Makati)

BAI Finance Group of Companies; Philippines; On-site; PHP 279,000 - 446,000; Full time

Job summary

E-Commerce Company in Makati City seeks a Customer Service Representative to support customers across email, chat, social media, and phone, ensuring a smooth order journey.

The role handles order status, deliveries, returns, refunds, and product inquiries using Zendesk CRM, coordinating with warehouse and logistics teams to resolve issues. A 1–3 year background in e-commerce customer service, a bachelor's degree, and strong English are preferred.

Qualifications

• 1–3 years of customer service experience in e-commerce/retail/BPO
• Hands-on experience using Zendesk CRM
• Experience handling inquiries across email, chat, social media and phone
• Bachelor's degree preferred or equivalent experience

Responsibilities

• Respond to customer inquiries via email, chat, social media, and phone
• Assist with order status, product information, delivery concerns, returns, exchanges, and refunds
• Resolve customer complaints while maintaining positive experience
• Escalate complex issues to appropriate departments
• Document interactions and resolutions in the CRM
• Coordinate with Warehouse, Logistics, and Operations for delivery issues
• Meet KPIs for response time, resolution time, and CSAT

Skills

Excellent verbal and written English

Strong customer service

Multitasking

Organizational & time management

Education

Bachelor's degree in any field

College undergraduates with relevant experience may be considered

Tools

Zendesk CRM

Job description

E-Commerce Company in Makati City seeks a Customer Service Representative to support customers across email, chat, social media, and phone, ensuring a smooth order journey.

The role handles order status, deliveries, returns, refunds, and product inquiries using Zendesk CRM, coordinating with warehouse and logistics teams to resolve issues. A 1–3 year background in e-commerce customer service, a bachelor's degree, and strong English are preferred.