Email Support Representative (Project-Based)

Focusinc Group Corp.; Murcia; On-site; PHP 167,000 - 279,000; Full time

Benefits offered by this job

Day 1 HMO

Competitive pay with incentives

Statutory government benefits

25 days annual leave

13th month pay

Onsite medical support

Employee Engagement Events

Employee Referral Program

Skills training for development

Job summary

Focusinc Group Corp. in the Philippines is seeking an Email Support Representative to assist e-commerce clients.

You will respond to inquiries via email, help with tracking shipments, processing returns, and provide product information to support purchase decisions. You will log interactions in Zendesk and Order Manager, collaborate with shipping and billing teams, and escalate complex issues to the onshore support group when needed.

Qualifications

• Bachelor's Degree in a relevant customer service or business operations field.
• At least 1 year of proven experience providing email support.
• Proficient in Microsoft Excel and general computer literacy.
• Excellent verbal and written communication skills in English.
• Effective problem-solving skills with a focus on customer satisfaction.

Responsibilities

• Respond to customer inquiries via email and resolve issues promptly.
• Assist with tracking shipments, placing orders, and returns.
• Provide product information and personalized recommendations.
• Collaborate with shipping, billing, returns and sales teams.
• Maintain accurate records of interactions and transactions.
• Identify and escalate complex issues to the onshore team.
• Update customer data in Zendesk and Order Manager.

Skills

Email support

English communication

Multitasking

Problem-solving

Education

Bachelor's Degree

Tools

Zendesk

Order Manager

Microsoft Excel

Job description

About FGC+

#SparkSuccess at FGC+!

Since 2011, FGC+ has been committed to transforming US businesses through our all-inclusive outsourcing solutions. Through the years, we've built strong remote teams, developed customized processes, and provided exceptional customer service, helping companies soar to new heights. Our dedicated professionals excel in supporting a diverse range of industries with unmatched dedication.

Driven by our core values of Empathy, Reliability, Possibility, and Growth, we are focused on #IgnitingPossibility and helping each team member unlock their full potential. At FGC+, we offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success.

Here, you are more than just an employee—you are part of a team where you can truly thrive and make a difference.

About the Job:

We are looking for Email Support Representatives to support our clients in the E-commerce Industry. This position offers you the opportunity to advance your career while contributing to the success of our clients.

What You'll Do:

• Respond promptly to customer inquiries via email, resolving issues efficiently to ensure satisfaction.
• Assist customers with tracking shipments, placing orders, and processing returns, providing a seamless service experience.
• Provide detailed product information and personalized recommendations to enhance customer decision‑making.
• Collaborate with shipping, billing, returns, and sales teams to ensure timely and accurate order fulfillment.
• Maintain accurate records of customer interactions and transactions for reporting and follow‑up.
• Identify and elevate complex issues to the onshore team for advanced resolution.
• Update customer information and transaction details in company systems, including Zendesk and Order Manager.

What You'll Bring:

• Bachelor's Degree in a relevant customer service or business operations field.
• At least 1 year of proven experience providing email support in a customer service role.
• Proficient in Microsoft Excel and general computer literacy.
• Strong multitasking abilities and quick to learn new processes.
• Excellent verbal and written communication skills in English.
• Effective problem‑solving skills with a focus on customer satisfaction.

What we have to offer:

• A company culture based on our purpose to bring out the untapped potential, creativity, and success in people, partnerships, and brands.
• A culture built on the mission to develop high‑functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally
• A market competitive total compensation/rewards package including:

• Day 1 HMO

• Competitive pay including incentives and generous allowances
• Payment of all statutory government benefits
• 25 days of annual paid leave some days are convertible to cash
• 13th month pay
• Onsite medical support
• Employee Engagement Events
• Employee Referral Program
• Skills, training for personal and professional development

A million possibilities are waiting to be ignited.