Online Customer Service Representative

Fortune Electricars Philippine Corp.; Manila; On-site; PHP 200,880 - 279,000; Full time

Job summary

A leading e-commerce company in Manila is seeking a Customer Service Representative to manage customer inquiries and ensure excellent service across online platforms. The successful candidate should have substantial experience in customer service, particularly in e-commerce, coupled with strong communication skills. Responsibilities include responding to inquiries, processing orders, resolving complaints, and coordinating with logistics teams. This position requires attention to detail, multitasking abilities, and proficiency in online order management systems.

Qualifications

• Proven experience as a Customer Service Representative, preferably in e-commerce or online retail.
• Strong communication skills in English (written and verbal).
• Familiarity with e-commerce platforms and order management systems.
• Excellent problem-solving and conflict-resolution skills.
• Ability to multitask and manage multiple customer conversations simultaneously.
• Strong attention to detail and organizational skills.

Responsibilities

• Respond promptly to customer inquiries via email, chat, social media, and phone.
• Assist customers with order tracking, product information, returns, exchanges, and refunds.
• Resolve customer complaints in a professional and timely manner.
• Process orders, cancellations, and modifications in the e-commerce system.
• Coordinate with the warehouse, logistics, and fulfillment teams regarding order issues.

Skills

Customer service experience

Strong communication skills in English

E-commerce platform familiarity

Problem-solving skills

Multitasking ability

Attention to detail

Proficient in Microsoft Office

Knowledge of shipping and logistics

Live chat support experience

Organizational skills

Education

Bachelor's degree

Tools

Microsoft Office

Google Workspace

Job description

On-site - Manila 1-3 Yrs Exp Bachelor Full-time

We are seeking a reliable and customer-focused Customer Service Representative (CSR) with experience in e-commerce support. The CSR will handle customer inquiries, process orders, resolve issues, and ensure a positive shopping experience across online platforms. The ideal candidate is an excellent communicator, organized, and comfortable working with online order management systems.

Key Responsibilities

• Respond promptly to customer inquiries via email, chat, social media, and phone.
• Assist customers with order tracking, product information, returns, exchanges, and refunds.
• Resolve customer complaints in a professional and timely manner.
• Process orders, cancellations, and modifications in the e-commerce system.
• Coordinate with the warehouse, logistics, and fulfillment teams regarding order issues.
• Monitor and respond to customer messages on e-commerce platforms (e.g., Shopee, Lazada, Tiktok Shop, etc.).
• Maintain accurate records of customer interactions and transactions.
• Escalate complex issues to supervisors when necessary.
• Provide feedback on common customer concerns to improve products and services.

Required Skills and Qualifications

• Proven experience as a Customer Service Representative, preferably in e-commerce or online retail.
• Strong communication skills in English (written and verbal).
• Familiarity with e-commerce platforms and order management systems.
• Excellent problem-solving and conflict-resolution skills.
• Ability to multitask and manage multiple customer conversations simultaneously.
• Strong attention to detail and organizational skills.
• Proficient in Microsoft Office or Google Workspace.
• Knowledge of shipping, logistics, and return processes in e-commerce.
• Experience handling live chat or social media customer support.
• Ability to work in a fast-paced online retail environment.