Ecommerce Customer Experience Specialist

Zigzag Media; Philippines; On-site; PHP 260,000 - 360,000; Full time

Job summary

ZigZag is seeking a Customer Service Representative to join our team in the Philippines. You will manage customer inquiries across multiple channels, handle tickets, and help maintain high customer satisfaction while meeting KPIs. You will collaborate with team leads to resolve issues and contribute to ongoing service improvements.

The role emphasizes professionalism, empathy, and efficiency in daily interactions, with a focus on achieving targets and supporting a growing ecommerce environment.

Qualifications

• 2 to 4 years of customer service experience, focusing on retail/ecommerce or similar.
• Passion for delivering exceptional customer experiences and driving team performance.
• Positive, proactive attitude with strong interpersonal skills.
• Advanced problem-solving skills and focus on identifying opportunities for improvement.
• Strong work ethic with a focus on achieving KPIs and team goals.

Responsibilities

• Handle customer inquiries across channels with professionalism and empathy.
• Manage tickets, respond within SLAs, and maintain daily targets.
• Collaborate with team leads and warehouse staff to resolve issues and improve processes.
• Support training and provide feedback for continuous improvement.
• Assist with refunds, returns, and credit notes to maximise satisfaction.

Skills

2-4 years experience

Customer service

Communication

Team collaboration

Problem solving

Job description

ZigZag is seeking a Customer Service Representative to join our team in the Philippines. You will manage customer inquiries across multiple channels, handle tickets, and help maintain high customer satisfaction while meeting KPIs. You will collaborate with team leads to resolve issues and contribute to ongoing service improvements.

The role emphasizes professionalism, empathy, and efficiency in daily interactions, with a focus on achieving targets and supporting a growing ecommerce environment.