E-commerce Support Specialist — Day Shifts & Growth

Ubiquity; Taguig; On-site; PHP 279,000 - 391,000; Full time

Job summary

Ubiquity is hiring a Customer Service Representative for an eCommerce account in Taguig. The role focuses on delivering timely support across voice, chat, and email, handling orders, payments, deliveries, returns, and account concerns to ensure a positive experience.

You will collaborate with internal teams and platforms like Zendesk, Freshdesk, Mirakl, and Pronto. The position requires adaptability to a shifting schedule, primarily dayshift, and strong communication skills.

Qualifications

• 1 year of BPO experience and at least 6 months of eCommerce experience.
• Experience supporting Australian, US, or UK eCommerce accounts is preferred.
• Experience with 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.
• 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 order status, cancellations, returns, exchanges, and delivery updates.
• Coordinate with internal teams, sellers, couriers, and other stakeholders to resolve customer and order-related issues.
• Accurately document customer interactions, transactions, and resolutions using designated systems.
• Navigate and utilize eCommerce and customer service platforms such as Zendesk, Freshdesk, Mirakl, Pronto, Outlook, MS Office, and MS Teams.
• Follow established processes, policies, and service standards when handling customer requests and escalations.
• Identify recurring customer or order issues and escalation complex concerns to the appropriate team when necessary.
• 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

BPO experience

eCommerce exp

Communication

Multitasking

Problem solving

Tools

Zendesk

Freshdesk

Outlook

MS Office

MS Teams

Mirakl

Pronto

Job description

Ubiquity is hiring a Customer Service Representative for an eCommerce account in Taguig. The role focuses on delivering timely support across voice, chat, and email, handling orders, payments, deliveries, returns, and account concerns to ensure a positive experience.

You will collaborate with internal teams and platforms like Zendesk, Freshdesk, Mirakl, and Pronto. The position requires adaptability to a shifting schedule, primarily dayshift, and strong communication skills.