E-commerce Customer Support Specialist

Ubiquity; Philippines; On-site; PHP 246,000 - 379,000; Full time

Job summary

Ubiquity is seeking a Customer Service Representative (E-commerce) in the Philippines to deliver exceptional support across voice, chat, and email channels. You will assist customers with orders, product questions, payments, deliveries, returns, and account concerns, ensuring a positive experience.

As part of a dynamic, shifting schedule with predominantly days, you will collaborate with internal teams and external partners, documenting interactions and resolving issues using Zendesk and other

Qualifications

• At least 6 months of eCommerce customer service experience.
• Experience supporting an Australian, US, or UK eCommerce account is highly preferred.
• Experience with platforms or brands such as Catch, Kogan, MyDeal, Amazon, eBay, Shopee, Lazada, or similar eCommerce businesses is an advantage.
• Experience handling customers through voice, chat, and email.
• Proficiency in tools such as Zendesk, Freshdesk, Outlook, MS Office, MS Teams, Mirakl, and/or Pronto is preferred.
• Strong written and verbal communication skills.
• Good problem-solving and multitasking abilities.
• Willingness to work a shifting schedule, predominantly dayshift.

Responsibilities

• Provide timely and professional customer support through voice, chat, and email channels.
• Assist customers with orders, product inquiries, payments, deliveries, returns, refunds, and account concerns.
• Handle customer concerns from initial inquiry through resolution while maintaining a positive customer experience.
• Process and monitor orders, including status, cancellations, returns, exchanges, and delivery updates.
• Coordinate with internal teams, sellers, couriers, and other stakeholders to resolve issues.
• Accurately document customer interactions, transactions, and resolutions in designated systems.
• Navigate eCommerce platforms and customer service tools such as Zendesk, Freshdesk, Mirakl, Pronto, Outlook, MS Office, and MS Teams.
• Follow established processes, policies, and service standards for requests and escalations.
• Identify recurring issues and elevate complex concerns to the appropriate team.
• Maintain a high level of accuracy, professionalism, and customer satisfaction in every interaction.
• Adapt to a shifting schedule, predominantly day shifts, based on business requirements.

Skills

Communication skills

Problem solving

Multitasking

Tools

Zendesk

Freshdesk

Mirakl

Pronto

Outlook

MS Office

MS Teams

Job description

Ubiquity is seeking a Customer Service Representative (E-commerce) in the Philippines to deliver exceptional support across voice, chat, and email channels. You will assist customers with orders, product questions, payments, deliveries, returns, and account concerns, ensuring a positive experience.

As part of a dynamic, shifting schedule with predominantly days, you will collaborate with internal teams and external partners, documenting interactions and resolving issues using Zendesk and other