Ecommerce Customer Support Specialist

Guerilla; Mabalacat; On-site; PHP 335,000 - 446,000; Full time

Job summary

Guerilla is seeking a Customer Service Representative to deliver exceptional support across phone, live chat, and email from our Philippines team. You'll navigate multiple systems, assist with orders, returns, and product inquiries, and collaborate with internal teams to resolve escalations.

The ideal candidate has strong written and verbal communication, empathy for customers, and comfort working in a fast-paced environment. Experience in fashion retail or with international customers is a plus.

Qualifications

• Proven experience in a customer service role (e-commerce or retail highly regarded).
• Experience handling shipping or transit-related inquiries is strongly preferred.
• Excellent written and verbal communication skills.
• Strong listening skills with the ability to follow direction and feedback.
• Comfortable working across multiple systems in a fast-paced environment.
• A team player with a positive, solutions-focused attitude.
• Ability to handle upset and happy customers with empathy and professionalism.
• Demonstrates initiative, problem-solving ability, and respect for processes and chain of command.
• Experience in fashion, women's, or children's apparel is preferred.
• Familiarity with international customers (AU/US/EU markets) is a plus.

Responsibilities

• Respond to customer enquiries via phone, email, and live chat in a timely and professional manner
• Assist customers with orders, product enquiries, returns, and general support
• Troubleshoot and resolve customer concerns, including shipping and transit-related issues
• Navigate multiple systems simultaneously to access and update customer information
• Work collaboratively with internal teams to resolve escalations and improve service outcomes
• Maintain accurate records of customer interactions
• Returns processing with accurate data entry, comprehension and record keeping

Skills

Customer service experience

Shipping inquiries

Excellent communication

Strong listening

Multi-system work

Team player

Customer empathy

Problem solving

Fashion retail

Global customers

Job description

Guerilla is seeking a Customer Service Representative to deliver exceptional support across phone, live chat, and email from our Philippines team. You'll navigate multiple systems, assist with orders, returns, and product inquiries, and collaborate with internal teams to resolve escalations.

The ideal candidate has strong written and verbal communication, empathy for customers, and comfort working in a fast-paced environment. Experience in fashion retail or with international customers is a plus.