Online Customer Service Representative

Alphacommerce Corporation; Mandaluyong; On-site; PHP 223,200 - 357,120; Full time

Job summary

Alphacommerce Corporation is looking for a Customer Service Associate to handle inquiries across platforms, resolve concerns, and ensure high customer satisfaction. You will support daily operations by providing timely and accurate responses while coordinating with internal teams.

You will respond to inquiries on TikTok, Lazada and Shopee, manage order-related concerns including delivery, returns and refunds, and help improve knowledge bases and guides as needed.

Qualifications

• At least a Senior High School graduate or a college undergraduate.
• At least 1 year of experience in Customer Service is an advantage.
• Effective written and verbal communication skills.
• Familiarity with eCommerce platforms and customer service tools (e.g., Duoke) is an advantage but not required.

Responsibilities

• Respond to customer inquiries in TikTok, Lazada and Shopee with clear, accurate communication.
• Support handling order-related concerns including delivery, returns, refunds, coordinating with internal teams.
• Resolve customer complaints within SLA; elevate complex concerns when necessary.
• Record interactions and track recurring issues for reporting and improvement.
• Ensure high satisfaction and maintain positive brand representation in all interactions.

Skills

Customer communication

Verbal communication

Written communication

Time management

Problem solving

Team collaboration

Customer service

Education

Senior High School or college undergraduate

Tools

Duoke

Job description

Job Summary

The Customer Service Associate is responsible for handling customer inquiries, resolving concerns, and ensuring a high level of customer satisfaction across all platforms. This role supports daily operations by providing timely and accurate responses while coordinating with internal teams.

Main Duties and Responsibilities

• Customer Communication: Respond to customer inquiries in TikTok, Lazada and Shopee with clear, accurate, and professional communication.
• Order Management: Support handling order‑related concerns including delivery, returns, refunds, and coordinate with internal teams.
• Issue Resolution: Resolve customer complaints within SLA and elevate complex concerns when necessary.
• Documentation and Monitoring: Record interactions and track recurring issues for reporting and improvement.
• Customer Experience: Ensure high satisfaction and maintain positive brand representation in all interactions.

Ad Hoc and Operational Support

• Campaign and Marketing Support: Manage increased inquiries during promotions and peak campaigns.
• Order Verification: Assist in order validation and fraud checking when needed.
• Knowledge Management: Support updates of FAQs, scripts, and internal guides.
• Process Improvement: Recommend enhancements to improve service efficiency and quality.

Job Qualifications

• At least a Senior High School graduate or a college undergraduate.
• At least 1 year of experience in Customer Service is an advantage.
• Effective written and verbal communication skills.
• Familiarity with eCommerce platforms and customer service tools (e.g., Duoke) is an advantage but not required.

Competencies

• Customer-Focused Mindset: Prioritizes customer satisfaction by understanding needs and delivering accurate, timely solutions.
• Problem-Solving: Able to analyze issues quickly and provide effective, practical resolutions.
• Attention to Detail: Ensures all information, orders, and responses are correct and error-free.
• Time Management: Efficiently handles multiple inquiries while meeting response time and SLA requirements in a fast-paced environment.
• Team Collaboration: Works collaboratively with colleagues and contributes to a positive and productive work environment.