E-Commerce Customer Support & Order Resolution Specialist

FNT CLOTHING CORP.; Manila; On-site; PHP 279,000 - 469,000; Full time

Job summary

FNT CLOTHING CORP. Manila is seeking an E-Commerce Customer Support & Order Resolution Specialist who will handle customer concerns across Shopee, Lazada, TikTok Shop, Facebook Marketplace, and other platforms, ensuring each issue is investigated and properly resolved.

You will be the first-level support, coordinating with the Order Fulfillment Team, Warehouse, Inventory, and Logistics to determine actions, track orders, and provide clear updates while handling multiple accounts within the

Qualifications

• Senior High School graduate; College level or College graduate is preferred.
• Experience in E-Commerce Customer Service, Customer Support, Marketplace Operations, Online Selling, or related roles is preferred.
• Experience handling platforms such as Shopee, Lazada, TikTok Shop, Facebook Marketplace or similar platforms is an advantage.
• Strong written communication in English and Filipino.

Responsibilities

• Handle customer inquiries and concerns through Shopee, Lazada, TikTok Shop, Facebook Marketplace, and other platforms.
• Respond promptly and professionally with a solution-oriented approach.
• Assist customers with order status, product inquiries, delivery concerns, missing/incorrect items, damaged products, cancellations, returns, refunds, and replacements.
• Coordinate with internal teams (Order Fulfillment, Warehouse, Inventory, Logistics) for timely resolution.
• Document cases with order numbers, screenshots, tracking details, and customer statements.

Skills

Customer service

English & Filipino

Problem solving

Attention to detail

Multi-account handling

Computer literacy

Education

Senior High School diploma

College level or graduate preferred

Tools

Duoke

Job description

Job Overview

We are looking for an E-Commerce Customer Support & Order Resolution Specialist who will be responsible for handling customer concerns across multiple online marketplace accounts and ensuring that each concern is properly investigated, coordinated, and resolved.

The position will serve as the first-level support for customers and will be responsible for determining the appropriate action before escalating concerns to the Order Fulfillment Team, Warehouse, Inventory, Logistics, or other concerned departments.

This role is ideal for someone who is not only comfortable communicating with customers but also enjoys investigating problems, checking order details, coordinating with internal teams, and finding the appropriate resolution.

The position will handle multiple accounts under the same product category, requiring strong organization, attention to detail, multitasking ability, and familiarity with e-commerce customer service processes.

Key Responsibilities

Customer Support & Marketplace Management

• Handle customer inquiries and concerns through Shopee, Lazada, TikTok Shop, Facebook Marketplace, and other assigned platforms.

• Respond to customer messages in a timely, professional, and solution-oriented manner.

• Assist customers with:

  • Order status and tracking

  • Product inquiries

  • Delivery concerns

  • Missing or incorrect items

  • Damaged products

  • Order cancellations

  • Returns and refunds

  • Replacement requests

  • Other after-sales concerns

• Manage customer concerns for multiple marketplace accounts within the assigned product category.

Order Concern Investigation

• Review the customer's order information before providing a resolution.

• Investigate concerns by checking available order records, fulfillment status, inventory information, shipping details, and other relevant information.

• Determine the possible source of the problem before escalating the concern.

• Collect necessary information such as order numbers, screenshots, photos of the item, tracking details, and customer statements.

• Ensure that concerns are properly documented and endorsed with complete information.

Internal Coordination & Escalation

• Coordinate with the Order Fulfillment Team regarding concerns related to:

  • Picking and packing

  • Incorrect or missing items

  • Inventory availability

  • Shipping preparation

  • Waybill/order processing

  • Fulfillment delays

• Coordinate with other departments when the concern is outside the scope of Order Fulfillment.

• Escalate only after conducting the necessary initial investigation.

• Clearly communicate the issue, findings, and required action to the concerned department.

• Follow up on unresolved cases and ensure that the customer receives an update.

Refund, Return & Resolution Handling

• Evaluate customer concerns based on company policies and marketplace guidelines.

• Determine whether the concern requires further investigation, replacement, return, refund, or another appropriate resolution.

• Provide customers with clear instructions regarding the return/refund process when applicable.

• Coordinate with the appropriate internal team for cases requiring verification or approval.

• Ensure that customer concerns involving refunds and returns are properly documented.

E-Commerce Systems & Tools

• Use marketplace seller centers and customer service/order management tools to monitor customer concerns.

• Utilize Duoke for customer service and order-related monitoring when applicable.

• Knowledge of Duoke is an advantage but not required.

• Maintain accurate records of customer concerns, escalations, and resolutions.

• Monitor pending cases to prevent delayed responses or unresolved customer concerns.

Customer Experience & Issue Prevention

• Provide accurate and consistent information to customers.

• Prevent unnecessary escalation by investigating concerns before forwarding them to other teams.

• Identify recurring customer complaints and report common issues to the appropriate team.

• Provide feedback regarding recurring fulfillment, product, logistics, or customer service issues.

• Help improve the overall customer experience by identifying potential process improvements.

Qualifications

• Senior High School graduate; College level or College graduate is preferred.

• Preferably with experience in E-Commerce Customer Service, Customer Support, Marketplace Operations, Online Selling, or related roles.

• Experience handling Shopee, Lazada, TikTok Shop, Facebook Marketplace, or similar platforms is an advantage.

• Knowledge of Duoke is a plus but not required.

• Strong written communication skills in English and Filipino.

• Good problem-solving and analytical skills.

• Able to investigate customer concerns and determine the appropriate next action.

• Detail-oriented and capable of checking information before providing a resolution.

• Able to handle multiple accounts and customer conversations simultaneously.

• Proficient in using computers, online platforms, spreadsheets, and web-based systems.

• Organized and capable of monitoring multiple pending cases.

• Customer-oriented, patient, and professional.

• Willing to learn e-commerce processes, marketplace policies, and internal systems.