Remote E-commerce Lead CSR

Hammerjack Pty Ltd; Philippines; On-site; PHP 701,000 - 841,000; Full time

Job summary

Hammerjack Pty Ltd is seeking an E-commerce Lead CSR to guide aremote customer-service team and ensure top-quality support on orders, returns, refunds, shipping, and marketplaces.

The ideal candidate has 3+ years in customer service with leadership experience, strong communication, and a proven ability to manage multiple priorities in a fast-paced e-commerce environment. SLA adherence is essential.

Qualifications

• 3+ years in customer service, preferably in e-commerce or marketplace operations.
• Experience leading, mentoring, or training CSR teams.
• Familiarity with major marketplaces such as Amazon, eBay, Walmart, or Best Buy is preferred.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Guide CSRs on customer, order, return, refund, shipping, and marketplace issues.
• Handle escalated customer concerns and determine resolutions.
• Monitor team workflows and maintain queues and follow-ups.
• Assist with training and onboarding new team members.
• Coach CSRs on processes, documentation, and marketplace requirements.
• Identify issues needing attention or escalation.
• Help ensure SLA adherence for customer service and marketplaces.
• Collaborate with other departments to resolve issues.
• Identify recurring issues and suggest process improvements.
• Support workload balance and team coverage when needed.
• Lead by example with professionalism and accountability.

Skills

Customer service

Leadership

Marketplace exp

Communication

Problem-solving

Multi-tasking

Tech-savvy

Job description

Hammerjack Pty Ltd is seeking an E-commerce Lead CSR to guide aremote customer-service team and ensure top-quality support on orders, returns, refunds, shipping, and marketplaces.

The ideal candidate has 3+ years in customer service with leadership experience, strong communication, and a proven ability to manage multiple priorities in a fast-paced e-commerce environment. SLA adherence is essential.