Ecommerce Customer Support Specialist

Hammerjack Pty Ltd; Taguig; On-site; PHP 279,000 - 424,000; Full time

Job summary

Directed Electronics Australia is seeking an Online Customer Support Specialist to manage daily customer service and order administration across divisions. You will handle inquiries, refunds, and orders, coordinating with internal teams and marketplace portals to ensure SLA adherence and high customer satisfaction.

The role emphasizes collaboration with Warehouse, Logistics, Buying and Operations, with a focus on accurate data flow between platforms and timely issue resolution.

Qualifications

• 2+ years experience in a product-based Customer Service role.
• Experience working within a B2B and B2C customer support role ideally with retail channels.
• Experience investigating deliveries or orders.
• Exceptional customer handling skills via inbound and outbound emails.

Responsibilities

• Manage customer enquiries across websites (via Gorgias) and marketplace portals.
• Respond to and resolve enquiries relating to orders, deliveries, refunds, returns, warranties and product issues within strict SLAs.
• Monitor multiple platforms throughout the day and prioritise urgent and overdue cases.
• Maintain accurate case records and ensure timely customer follow-ups.
• Monitor orders and fulfilment through Shopify and individual marketplace portals.
• Investigate delivery, tracking, cancellation, refund and fulfilment issues.
• Liaise with Warehouse, Logistics and other teams to resolve order issues promptly.
• Ensure marketplace cases and customer issues are actioned within required timeframes.
• Identify and elevate product defects and technical enquiries to the Tech Support team via Freshdesk tickets.

Skills

Customer service

Team collaboration

Tools

Gorgias

Shopify

Freshdesk

Job description

Directed Electronics Australia is seeking an Online Customer Support Specialist to manage daily customer service and order administration across divisions. You will handle inquiries, refunds, and orders, coordinating with internal teams and marketplace portals to ensure SLA adherence and high customer satisfaction.

The role emphasizes collaboration with Warehouse, Logistics, Buying and Operations, with a focus on accurate data flow between platforms and timely issue resolution.