Remote Part-Time E‑Commerce Support Specialist (Upsell & Retention)

SupportNinja; Philippines; Remote; PHP 526,000 - 877,000; Part time

Benefits offered by this job

Remote work

Job summary

SupportNinja is hiring a Customer Service Representative (E-commerce) for a part-time remote role in the Philippines. The position requires handling email and inbound calls, assisting with orders, and providing product information with upsell opportunities. Night shift availability and ASAP start date are noted.

Ideal candidates have strong spoken and written English, experience with e-commerce support, and a focus on customer retention. Prior use of tools like Intercom or Shopify is a plus.

Qualifications

• Excellent spoken English; clear pronunciation and professional phone support.
• Excellent written English; strong grammar and email communication.
• E-commerce customer support experience including orders, cancellations, refunds, and exchanges.
• Inbound voice experience; comfortable handling calls and time-sensitive requests.
• Sales and retention mindset; identify upsell opportunities and turn refunds into exchanges or retained orders.
• Strong customer service skills; empathetic, patient, and trustworthy.
• Adaptability to evolving workflows in a developing support operation.

Responsibilities

• Respond to customer inquiries via email and inbound phone.
• Assist customers with order cancellations and order placement.
• Answer product questions and provide recommendations.
• Identify upsell opportunities during customer interactions.
• Handle refund, return, and exchange requests with a focus on customer retention.
• Follow established customer service policies and workflows.
• Escalate issues requiring client approval or policy exceptions.
• Adapt to new processes and workflows as the client builds out its support operation.

Skills

Excellent spoken English

Excellent written English

E-commerce customer support

Inbound voice experience

Sales and retention mindset

Strong customer service

Adaptability

Tools

Intercom

Shopify

Job description

SupportNinja is hiring a Customer Service Representative (E-commerce) for a part-time remote role in the Philippines. The position requires handling email and inbound calls, assisting with orders, and providing product information with upsell opportunities. Night shift availability and ASAP start date are noted.

Ideal candidates have strong spoken and written English, experience with e-commerce support, and a focus on customer retention. Prior use of tools like Intercom or Shopify is a plus.