Junior Customer Service Representative | Australian Client (Hybrid Set-up)

EnableSME, Inc.; Metro Manila; On-site; PHP 201,000 - 290,000; Full time

Benefits offered by this job

Health & life insurance

20 leave credits

Career advancement

Company laptop

Office in Pasig

Profit-sharing after 5 years

In-house learning & development

Job summary

enablesGROUP in Ortigas, Pasig, PH is seeking a Junior Customer Service Representative to handle customer inquiries across chats, phone, and email, ensuring timely resolutions and professional communication. Work schedule is Monday to Friday, 6:00 AM – 3:00 PM, with a base in the Pasig office location at the heart of Manila.

You will support order fulfillment, liaise with stores and couriers, manage returns, and assist with fraud verification and payment gateways.

Qualifications

• Proven experience in a customer service role.
• Familiarity with CRM software such as Klaviyo and Zendesk.
• Excellent analytical, problem solving and organizational skills.
• Clear and concise communication skills.
• Proficiency in Microsoft Office Suite (Word, Outlook, Excel).

Responsibilities

• Handle All customer complaints in a timely manner with a positive outcome.
• Escalate customer complaints correctly in a timely manner.
• Ensure all enquiries relating to product are resolved in a timely manner.
• Remain calm, cool, and collected even at the most challenging times with professional tone.
• Complete all required chats, phone calls and emails.
• Follow up on feedback with stores, RM and HR.
• Ensure grammar, spelling, and GP tone is represented in written correspondence.
• Take ownership of difficult or urgent customer situations to ensure the best outcome.
• All general enquiries responded to or acted on in a timely manner.
• Handle escalation of complaints to Customer Service Team Leader within set timeframe.
• Assist with Fraud Verification, chargebacks, and website gateway issues.
• Coordinate with Afterpay, Zippay, Humm, Laybuy & Paypal to resolve gateway issues.
• Liaise with suppliers for warranty/credits/replacements and track orders start to finish.

Skills

Clear and concise communication

Analytical skills

Organizational skills

Problem solving

Tools

Klaviyo

Zendesk

Microsoft Office

Job description

Why Join enablesGROUP? Since 2016, enablesGROUP has been on a mission: to deliver high-quality operations and outsourcing services to every client, big or small. Fast forward to 2026, we've grown our global footprint to serve 100+ clients and expanded into 4 key industries. At enablesGROUP, you're not just joining a company - you're joining a community that values growth, learning, and success. Check us out at www.enablesgroup.com. At enablesGROUP, you're not just joining a company - you're joining a community that values growth, learning, and success.

We have market leading engagement scores and invest heavily in your Learning and Development, with a specific focus on enhancing your ability to leverage AI in your daily tasks.

Our Perks & Benefits include:

• Comprehensive health and life insurance starting Day 1, covering 2 eligible dependents.

• 20 leave credits for vacation, emergencies, sick days, and even your birthday!

• Endless opportunities for career advancement with annual performance reviews and salary increases.

• Company-provided laptop to set you up for success.

• Convenient office location in Pasig, at the heart of Manila, accessible to all.

• Loyalty rewards: Employees celebrating 5 years could receive a profit-sharing scheme.

• In-house learning & development programs with access to the latest in AI and technology.

Job Title: Junior Customer Service Representative Location: Ortigas, Pasig, PH Work Schedule: Monday to Friday, 6:00 AM - 3:00 PM

CUSTOMER EXPERIENCE

• Handle All customer complaints in a timely manner with a positive outcome

• Escalate customer complaints correctly in a timely manner

• Ensure all enquiries relating to product are resolved in a timely manner

• Remain calm, cool, and collected even at the most challenging times. Appropriate and professional toneand language is always used

• Complete all required chats, phone calls and emails

• In charge of following up with any feedback (both positive and negative) with stores, keep the RM and HRin the loop.

• Ensure grammar, spelling, and GP tone is represented in all written correspondence

• Take ownership of difficult or urgent customer situations to ensure the best outcome

• All general enquiries responded to or acted on in a timely manner

• Handle Complaints that require escalation are sent to Customer Service Team Leader within set timeframe

• Assist with Fraud Verification + managing chargebacks in the absence of manager (Cybersource Rule maintenance) + Customer list maintenance

FULFILLMENT & ADMINISTRATION

• Follow up on all orders that have not been dispatched same day

• Work with stores closely to ensure orders are dispatched on time

• Assist in online and store fulfilment

• Liaise with third parties such as Australia Post and Couriers to resolve issues with deliveries

• Manage click and collect orders

• Ensure returns and exchanges is processed in in 24 hours

• Process payments and manage payment gateways

• Identify potential fraudulent purchases and escalation to your Team Leader

• Liaise with external third parties such as Afterpay, Zippay, Humm, Laybuy & Paypal to resolve website errors & gateway issues.

• Liaise with Shipped from supplier brands for issues and tracking information (Warranty management) Liaise with vendors to provide outcomes for customers warranty, providing a follow up service from start to finish for any faulty/repaired or refunded items. Such as obtaining credits or replacement track

QUALIFICATIONS

• Proven experience in a customer service role

• Familiarity with Customer Relationship Management Software (e.g., Klaviyo, Zendesk)

• Excellent analytical, problem solving and organizational skills

• Clear and concise communication skills

• Proficiency in Microsoft Office Suite (Word, Outlook, Excel)