Global Customer Experience Specialist

EnableSME, Inc.; Pasig; On-site; PHP 240,000 - 360,000; Full time

Job summary

EnableSME, Inc. is seeking a Customer Service Representative to support an international retail and eCommerce business.

You will manage customer inquiries across email, live chat, and social channels, resolving order and product concerns while coordinating with internal teams to deliver a consistent customer experience. The ideal candidate is proactive, organized, and confident in handling issues from initial inquiry to resolution, maintaining a professional, brand-aligned approach.

Qualifications

• Proven experience in customer service or related roles.
• Experience handling inquiries via email, live chat, and social media.
• Strong written and verbal communication; detail-oriented and brand-focused.

Responsibilities

• Handle customer enquiries and complaints via email, live chat, and social media, ensuring timely, professional, and brand-aligned responses.
• Investigate and resolve order, product, payment, return, exchange, refund, and delivery concerns; keep customers informed of progress.
• Take ownership of cases, follow up on outstanding issues, and escalate complex complaints as needed.
• Coordinate with warehouse, logistics, IT, and third-party couriers to resolve delivery issues and support timely order fulfillment.
• Review flagged orders, verify customer information, and identify or escalate suspicious transactions and potential fraud.
• Maintain accurate customer records, ticket updates, and transaction details across CS, eCommerce, order management, and payment systems.
• Identify recurring concerns and feedback, sharing insights with teams and proposing process improvements.

Skills

Multichannel support

CRM proficiency

Communication skills

Problem solving

Tools

Gorgias

Zendesk

Shopify

Klaviyo

Job description

EnableSME, Inc. is seeking a Customer Service Representative to support an international retail and eCommerce business.

You will manage customer inquiries across email, live chat, and social channels, resolving order and product concerns while coordinating with internal teams to deliver a consistent customer experience. The ideal candidate is proactive, organized, and confident in handling issues from initial inquiry to resolution, maintaining a professional, brand-aligned approach.