Night-Shift Ecommerce Support Specialist (Remote)

Intelassist; Philippines; Hybrid; PHP 300,000 - 420,000; Full time

Job summary

Intelassist is seeking an Ecommerce Customer Service Representative in Eastwood, Quezon City for a hybrid role with initial onsite onboarding for 2–4 weeks, then remote work. The CSR will handle inquiries across email, chat, phone, and social media, with order management via Shopify and related tools, while maintaining a brand-aligned customer experience.

The ideal candidate has about 5 years of e-commerce customer service experience, strong English communication, and familiarity with Shopify

Qualifications

• Bachelor’s degree required.
• Approximately 5 years of customer service experience in an e-commerce environment.
• Comfortable working within Shopify, Zendesk, and / or other CS tools.
• Proven ability to manage multiple channels (email, chat, phone, social) without compromising quality.
• Reliable internet connection and a quiet, professional remote work environment.
• Strong written and verbal English communication skills.
• Strong attention to detail, problem-solving skills, and ability to work independently.
• Prior experience in the beauty, cosmetics, skincare, or personal care industry is highly desired.

Responsibilities

• Respond to customer inquiries via email, chat, phone, and social media in a professional and timely manner.
• Resolve customer concerns related to products, orders, shipping, returns, and refunds.
• Provide accurate product information and guidance to help customers make informed purchase decisions.
• Identify opportunities for light upselling and cross-selling based on customer needs and product fit.
• Process and monitor customer orders within Shopify.
• Handle order modifications, cancellations, returns, exchanges, and refunds in line with company policies.
• Track shipments and proactively communicate updates or delays to customers.
• Coordinate with internal teams to resolve fulfillment, inventory, or shipping issues.
• Maintain a friendly, helpful, and brand-aligned tone in every customer interaction.
• Document customer interactions accurately and consistently within Shopify.
• Escalate complex or sensitive issues when needed.

Skills

Customer service

Multi-channel support

English communication

Problem-solving

Attention to detail

Education

Bachelor's degree

Tools

Shopify

Zendesk

Job description

Intelassist is seeking an Ecommerce Customer Service Representative in Eastwood, Quezon City for a hybrid role with initial onsite onboarding for 2–4 weeks, then remote work. The CSR will handle inquiries across email, chat, phone, and social media, with order management via Shopify and related tools, while maintaining a brand-aligned customer experience.

The ideal candidate has about 5 years of e-commerce customer service experience, strong English communication, and familiarity with Shopify