E-Commerce Customer Service Representative - Retail / Fashion (6 month contract - Remote)

Filta; Manila; Remote; PHP 502,000 - 725,000; Full time

Benefits offered by this job

Equipment provided

Internet allowance

Office access (Manila)

Job summary

Filta is seeking an E‑Commerce Customer Service Representative to manage the customer journey for a retail/fashion brand. This remote role reports to an Australia‑based manager and focuses on delivering a high‑quality shopping experience from order to post‑delivery.

Ideal candidates have at least four years in customer service, strong written/verbal communication, and proficiency with Gorgias, Salesforce, Shopify, and MS Office. Equipment and internet allowance are provided.

Qualifications

• Minimum four years in customer service or similar role.
• Proven experience in an e-commerce customer service role.

Responsibilities

• Resolve customer inquiries (order issues, refunds, product knowledge) via email and live chat (Gorgias/Salesforce).
• Manage full customer experience from order receipt to post-delivery.
• Provide styling advice and maintain brand tone of voice.
• Assess and process online returns and escalate complex complaints.
• Provide insights from customer feedback to improve the experience.
• Support RTS, Sold Outs, and QC of returns.

Skills

Customer service experience

E-commerce

Written communication

Verbal communication

Tools

Gorgias

Salesforce

Shopify

Microsoft Office

Job description

E-Commerce Customer Service Representative - Retail / Fashion (6 month contract - Remote).

Full Time

Location: Work From Home - Greater Manila Area

Schedule: Monday to Friday, 6:30 AM - 3:30 PM PHT

About the Company

Our client is an established lifestyle brand with a long-standing global presence. Known for delivering high-quality products, the brand remains focused on providing excellent shopping experience and fostering meaningful, long-term customer relationships.

They’re now looking for an eCommerce Customer Service Representatives to join their growing team.

Why You’ll Love Working With Us

• Government-mandated benefits.
• Equipment will be provided + internet allowance.
• Access to work in one of our Manila-based offices.

What You’ll Be Doing

Reporting directly to an Australia-based manager, as an eCommerce Customer Service Representative, you'll be a key driver in managing the entire customer journey, delivering the brand’s promise, and providing invaluable team support.

Your responsibilities include:

• Proactively resolving customer inquiries (order issues, refunds, product knowledge) via email and live chat using Gorgias and Salesforce.
• Managing the full customer experience from the moment an order is received through post-delivery.
• Acting as a product expert, providing styling advice and ensuring the brand's tone of voice is consistently implemented.
• Assessing and processing online customer returns and escalating complex complaints promptly.
• Providing valuable insights to the team based on customer feedback to drive continuous improvement in the customer experience.
• Supporting the wider team with essential functions like RTS, Sold Outs, and Quality Check (QC) of returns.

What You’ll Bring

• Minimum of four years of experience in customer service or a similar role.
• Proven experience in an e-commerce Customer Service role.
• Proficiency in Microsoft Office including Outlook, Word, and Excel.
• Excellent written and verbal communication skills that are friendly and engaging.
• Exceptional time management and organizational skills with a strong sense of urgency.

Bonus Points For:

• Experience with Shopify, Salesforce, or Gorgias or other similar customer service software (Technical Tool Keywords: Gorgias, Shopify, Salesforce, AP21).
• Demonstrated ability to take ownership, adapt easily, and multitask.
• A great eye for design and high attention to detail.
• Ability to proactively contribute ideas for continuous improvements in team meetings.

Important: This role is open to Filipino citizens only. Applications must be submitted in English.

#filtacareers

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.