E‑Commerce Support & RMA Team Lead

MUXCOM PHILS. INC.; Caloocan; On-site; PHP 480,000 - 820,000; Full time

Job summary

MUXCOM PHILS. INC. is seeking an experienced eCommerce Customer Support & RMA Team Lead to oversee support operations across online platforms and manage the daily activities of the RMA team.

You will coordinate with vendors, track returns, and drive customer satisfaction and sales conversion. The role requires leadership, strong communication, and a solid understanding of SAP/ERP systems, with familiarity in Shopee and Lazada platforms.

Qualifications

• Bachelor’s degree in IT or related field.
• 2–3 years experience in RMA, customer service, logistics, or technical support operations.
• Basic leadership or team coordination experience is an advantage.
• Familiarity with SAP/ERP or internal tracking systems preferred.
• Proficient in Microsoft Excel.
• Experience with Shopee and Lazada platforms is an advantage.

Responsibilities

• Supervise daily activities of customer support and RMA personnel.
• Monitor workload distribution and ensure timely completion of tasks.
• Provide guidance, coaching, and escalation handling guidance.
• Ensure attendance, productivity, and policy compliance.
• Conduct performance evaluations and coaching sessions.
• Review quality of work regularly.
• Respond to customer inquiries via chat and other channels efficiently.
• Provide basic technical support for monitors, PC accessories, and storage devices.
• Maintain updated product knowledge for handled brands.
• Monitor unresolved concerns and contribute to satisfaction and conversions.
• Monitor returns and ensure proper updates in systems and reports.
• Coordinate with vendors and internal departments on RMAs.
• Follow up to maintain SLA compliance.
• Assist in handling escalated concerns and status updates.
• Prepare operational reports and status updates as required.
• Track recurring issues and propose process improvements.

Skills

Leadership

Team coordination

Communication

Problem-solving

Organizational skills

Multitasking

Education

Bachelor’s degree in IT or related field

Tools

SAP

ERP systems

Internal tracking systems

Excel

Job description

MUXCOM PHILS. INC. is seeking an experienced eCommerce Customer Support & RMA Team Lead to oversee support operations across online platforms and manage the daily activities of the RMA team.

You will coordinate with vendors, track returns, and drive customer satisfaction and sales conversion. The role requires leadership, strong communication, and a solid understanding of SAP/ERP systems, with familiarity in Shopee and Lazada platforms.