Remote E-commerce Support Specialist

Sourcefit Philippines, Inc.; Philippines; Remote; PHP 502,000 - 837,000; Full time

Job summary

Sourcefit Philippines, Inc. is seeking an E-commerce Customer Service Representative to provide support across pre-sale, delivery, and post-delivery stages primarily through email, with occasional outbound calls.

The role coordinates with shipping providers, handles order issues, and ensures customer satisfaction across multiple ecommerce platforms. The position requires strong English communication, 3+ years in customer service, and the ability to work during US Pacific Time hours.

Qualifications

• At least 3 years of customer service experience, including e-commerce or delivery-related accounts.
• Excellent written and spoken English communication skills.
• Experience with US-based customers is preferred.
• Strong customer-service, interpersonal, and relationship-management skills.
• Ability to assist via email and occasional outbound calls.
• Familiarity with major e-commerce platforms is preferred.

Responsibilities

• Provide timely, professional, customer-focused support primarily via email and occasional outbound calls.
• Contact customers before delivery to confirm schedule, address, and readiness.
• Inform customers about order delivery status and updates.
• Coordinate with shipping providers on delays or issues and investigate escalations.
• Keep customers updated on timelines and next steps to resolve concerns.
• Respond to basic post-delivery questions including installation and troubleshooting.
• Escalate complex issues to management when needed.
• Reach out to customers who leave negative reviews to understand and resolve concerns.
• Conduct pre-sale or post-sale calls to confirm customer satisfaction.
• Support customers across Amazon, Shopify, Wayfair, and other channels as needed.
• Follow training materials and escalation guidelines with a professional, empathetic approach.

Skills

Customer service

Email support

English communication

US customers

Conflict resolution

Order management

Logistics coordination

Tools

Amazon

Shopify

Wayfair

Job description

Sourcefit Philippines, Inc. is seeking an E-commerce Customer Service Representative to provide support across pre-sale, delivery, and post-delivery stages primarily through email, with occasional outbound calls.

The role coordinates with shipping providers, handles order issues, and ensures customer satisfaction across multiple ecommerce platforms. The position requires strong English communication, 3+ years in customer service, and the ability to work during US Pacific Time hours.