E-Commerce Customer Care & Disputes Specialist

Xapply; Manila; On-site; PHP 201,000 - 357,000; Full time

Job summary

Much Prosperity Trading International, Inc. is seeking an E-commerce Customer Service Representative to handle inquiries, disputes, and orders across Lazada, Shopee, and TikTok platforms.

You will ensure timely responses, proper filing of disputes, and coordination with internal teams to maintain store ratings. Qualified candidates have at least 1 year in e-commerce customer service, familiarity with Seller Center, strong English and Filipino writing, and the ability to work under pressure to

Qualifications

• At least 1 year experience in e-commerce customer service or online seller support (Lazada, Shopee, TikTok experience is an advantage).
• Familiar with Seller Center tools, dispute filing, and chat support workflows.
• Good written communication skills in English and Filipino.
• Detail-oriented and organized, especially in documentation and evidence handling.
• Able to work under pressure and meet response time targets.

Responsibilities

• Respond to customer inquiries via chat and platform messaging tools in a timely and professional manner.
• Handle concerns related to orders, deliveries, product issues, refunds, and returns.
• Ensure compliance with platform response time and customer service SLAs.
• File disputes and claims accurately on Lazada, Shopee, and TikTok Seller Centers.
• Prepare, upload, and manage supporting documents and evidence.
• Monitor dispute status and follow up until resolution.
• Coordinate with Fulfillment, IT, and Operations teams for investigation and evidence gathering.
• Help reduce Returns & Refunds by resolving concerns proactively.
• Monitor customer feedback, ratings, and reviews.
• Escalate recurring issues or high-risk cases to supervisors.
• Maintain records of customer concerns, disputes, and resolutions.
• Provide daily or weekly updates on dispute volume, approval rates, and common issues.
• Support continuous improvement initiatives for customer experience and dispute handling.

Skills

Customer service

Problem solving

Cross-functional coordination

Communication in English & Filipino

Documentation skills

Work under pressure

Tools

Seller Center

Chat support software

Job description

Much Prosperity Trading International, Inc. is seeking an E-commerce Customer Service Representative to handle inquiries, disputes, and orders across Lazada, Shopee, and TikTok platforms.

You will ensure timely responses, proper filing of disputes, and coordination with internal teams to maintain store ratings. Qualified candidates have at least 1 year in e-commerce customer service, familiarity with Seller Center, strong English and Filipino writing, and the ability to work under pressure to