Marketplace Operations & Trust Specialist

eFlexervices, Inc.; Philippines; Hybrid; PHP 480,000 - 720,000; Full time

Benefits offered by this job

Competitive pay

HMO coverage

Optical reimbursements

Flexible work options

Hybrid/WFH

Career growth

Job summary

eFlexervices, Inc. seeks a proactive Marketplace Operations & Trust Specialist to support a fast-growing US e-commerce marketplace focused on authenticity, trust, and community.

You will own daily marketplace operations, assist sellers and buyers, and ensure an exceptional end-to-end customer experience. This role suits a self-starter who communicates well, stays organized, and can resolve issues with minimal supervision.

Qualifications

• At least 2 years of experience in Customer Support, Customer Success, E-Commerce Operations, or Marketplace Moderation.
• Excellent written communication skills with a friendly, professional tone.
• Strong attention to detail and organizational skills.
• Comfortable managing multiple conversations and tasks simultaneously.

Responsibilities

• Monitor new sellers joining the company.
• Send personalized welcome texts and introduce sellers to the platform.
• Answer questions about listing, shipping, payouts, and marketplace policies.
• Help new sellers feel supported and encourage them to successfully list and sell their fragrances.
• Regularly scan new listings for potential counterfeit products or suspicious activity.
• Identify listings that require additional verification and request documentation.
• Reach out to sellers professionally to request supporting documentation.
• Escalate higher-risk cases to senior team members when necessary.
• Monitor delivered orders and follow up with buyers to confirm receipt.
• Update order statuses and delivery confirmations within internal systems.
• Ensure delivery-related workflows are completed on time and accurately.
• Handle buyer inquiries involving missing, damaged, inauthentic, or incorrectly delivered items.
• Investigate issues by reviewing order details and communications.
• Organize and elevate complex cases to senior team members with clear steps.

Skills

Customer support

Written communication

Attention to detail

Multitasking

Independent decision-making

Proactive problem-solving

Learning new tools

E-commerce ops

Tools

Quo platform

Job description

Stable. Supportive. Success-driven. eFlexervices is a premier BPO company with a 25-year track record of excellence. We don't just fill seats; we invest in human potential. We are dedicated to finding the perfect fit for your skills and helping you optimize your career performance. If you're looking for a company that values exceptional quality and operates on a foundation of trust, you belong at eFlex.

What we are looking for:

Are you ready to take your expertise to the next level? At eFlexervices, we're not just hiring a Marketplace Operations & Trust Specialist – we're empowering your talent to deliver quality and performance. Join us in shaping success and making an impact that truly matters.

Summary

We are seeking a proactive, highly organized, and detail-oriented Marketplace Operations & Trust Specialist to support a fast-growing, peer-to-peer US e-commerce marketplace centered around authenticity, trust, and community.

In this hands-on role, you will take direct ownership of daily marketplace operations, support sellers and buyers, and ensure an exceptional end-to-end customer experience. This position is ideal for a self-starter who thrives on accountability, communicates effectively, and can independently identify and resolve operational issues without constant supervision.

What you’ll be doing:

• Monitor new sellers joining the company.
• Send personalized welcome texts and introduce sellers to the platform.
• Answer questions about listing, shipping, payouts, and marketplace policies.
• Help new sellers feel supported and encourage them to successfully list and sell their fragrances.

Marketplace Authenticity Monitoring

• Regularly scan new listings for potential counterfeit products or suspicious activity.
• Follow established brand-specific guidelines and internal risk checklists.
• Identify listings that require additional verification, including receipts or additional photos.
• Reach out to sellers professionally to request supporting documentation.
• Escalate higher-risk cases to senior team members when necessary.

Delivery Confirmations & Order Tracking

• Monitor delivered orders and follow up with buyers to confirm receipt using the Claude/Quo connector.
• Update order statuses and delivery confirmations within our internal systems.
• Ensure delivery-related workflows are completed accurately and on time.
• Flag discrepancies or orders requiring additional attention.

Delivery Issues & Dispute Resolution

• Handle buyer inquiries involving missing, damaged, inauthentic, or incorrectly delivered items.
• Investigate issues by reviewing order details, tracking information, and customer communication.
• Work directly with customers to resolve straightforward issues independently.
• Organize and elevate more complex cases to senior team members with clear documentation and recommended next steps.
• Ensure issues are tracked through resolution.

Internal Systems & Operations

• Become proficient in Quo , our customer communication platform.
• Manage incoming and outgoing customer texts efficiently.
• Maintain accurate records of customer interactions and case statuses.
• Follow established workflows while identifying opportunities to improve efficiency.

Qualifications and Requirements

• At least 2 years of experience in Customer Support, Customer Success, E-Commerce Operations, or Marketplace Moderation.
• Excellent written communication skills with a friendly, professional tone.
• Strong attention to detail and organizational skills.
• Comfortable managing multiple conversations and tasks simultaneously.
• Ability to follow procedures and make sound independent decisions.
• Proactive problem-solver who doesn't need constant direction.
• Comfortable learning new tools and software quickly.
• Customer support, marketplace operations, or e-commerce experience preferred.
• Interest in fragrances is a plus, but not required.

What Success Looks Like:

• New sellers receive timely, personalized welcomes and support.
• Marketplace listings are consistently reviewed for authenticity concerns.
• Delivered orders are monitored and confirmed promptly.
• Customer issues are resolved efficiently, with minimal unnecessary escalation.
• Quo conversations are organized, responsive, and properly documented.
• The senior team spends less time handling routine operational tasks.

The Ideal Candidate:

We're looking for someone who can become a reliable owner of day-to-day marketplace operations. Someone who sees an issue, takes initiative, follows through, and knows when to elevate. The goal is simple: keep our marketplace safe, our sellers supported, and our buyers happy.

Benefits and Perks:

At eFlex, we're not just a workplace – we're a community of playmakers, committed to fostering growth, learning, and personal connections. Here's what's in store for you:

• Living Our Values: We don't just talk the talk; we walk the walk. From learning and personal growth to caring deeply about our team and clients, our values are the compass guiding our vibrant workplace.
• Competitive Compensation: Your hard work deserves recognition. Enjoy a competitive salary and benefits package, including comprehensive HMO coverage and optical reimbursements.
• Flexible Work Options: Work your way! If you're outside Baguio City, embrace a permanent work-from-home setup. For those within Baguio, our hybrid work model offers the best of both worlds.
• Wellness Matters: Recharge and refresh! Our flexible vacation and sick leaves empower you to prioritize your well-being, ensuring a healthy work-life balance.
• Pathways to Success: Your journey with us is brimming with growth opportunities. We're dedicated to nurturing your career and supporting your rise through the ranks.

Ready to embark on an enriching journey? Join the eFlex family and experience a workplace that values your individuality and success. Let's thrive together!