Online Marketplace Support Specialist

Acquire Intelligence; Taguig; On-site; PHP 335,000 - 603,000; Full time

Job summary

Acquire Intelligence in Manila is seeking an Online Customer Support Specialist to manage the daily coordination of customer service and order administration across divisions, including inbound inquiries, refunds, returns, and orders via Shopify and marketplace portals.

This role requires 2+ years in product-based customer service, strong communication, and a proactive, customer-first mindset. You will collaborate with internal teams to ensure timely resolutions and SLA adherence.

Qualifications

• 2+ years of experience in product-based customer service.
• Experience working in B2B and B2C customer support ideally with retail channels.
• Experience investigating deliveries or orders and processing orders.

Responsibilities

• Handle customer enquiries across websites and marketplace portals via Gorgias and Shopify.
• Respond to orders, refunds, returns, warranties and product issues within SLAs.
• Monitor multiple platforms and prioritize urgent/overdue cases.
• Maintain accurate case records and ensure timely follow-ups.
• Identify and escalate product defects to Tech Support via tickets.

Skills

Customer service

B2B/B2C support

Communication skills

Problem solving

Team collaboration

Tools

Gorgias

Shopify

Freshdesk

Job description

Acquire Intelligence in Manila is seeking an Online Customer Support Specialist to manage the daily coordination of customer service and order administration across divisions, including inbound inquiries, refunds, returns, and orders via Shopify and marketplace portals.

This role requires 2+ years in product-based customer service, strong communication, and a proactive, customer-first mindset. You will collaborate with internal teams to ensure timely resolutions and SLA adherence.