Technical Support Representative (E-Commerce Background)

Manpower Outsourcing Services, Inc.; Metro Manila; On-site; PHP 201,000 - 357,000; Full time

Job summary

Manpower Outsourcing Services, Inc. in Metro Manila is seeking a customer support professional to handle technical issues and order queries for ecommerce customers. You will diagnose problems, assist with checkout and payment gateway errors, and support account setup across channels.

The role requires clear English communication, patience, and the ability to document issues, log tickets, and collaborate with the team to meet daily targets for handle time, FCR, CSAT, and attendance.

Qualifications

• 6 months to 1 year of call center or technical support in E-Commerce.
• High school graduate or Bachelor's degree holder in Business, IT, Marketing, or related fields.
• Familiarity with e-commerce platforms, basic web navigation, and CRM software.
• Strong verbal and written English communication, active listening, patience, and problem-solving under pressure.

Responsibilities

• Technical Troubleshooting: Assist customers in diagnosing issues with online shopping apps, website checkouts, payment gateway errors, account log-ins, or digital/electronic product setups.
• Omnichannel Support: Handle incoming and outgoing customer contacts via phone calls, live chat, or email support channels.
• Order & Account Management: Process order tracking, returns, replacements, refunds, and account updates within internal e-commerce CRM or order management tools.
• Escalation & Documentation: Log technical tickets accurately, report recurring system or site bugs, and escalated complex software or logistics issues to higher-tier support.
• Target Compliance: Meet daily and monthly metrics for handle time, first-contact resolution (FCR), customer satisfaction (CSAT), and attendance.

Skills

Technical Troubleshooting

Omnichannel Support

CRM navigation

English communication

Education

High school diploma or Bachelor's degree (Business, IT, Marketing or related fields)

Tools

CRM Software

Job description

Key Responsibilities

• Technical Troubleshooting: Assist customers in diagnosing issues with online shopping apps, website checkouts, payment gateway errors, account log-ins, or digital/electronic product setups.

• Omnichannel Support: Handle incoming and outgoing customer contacts via phone calls, live chat, or email support channels.

• Order & Account Management: Process order tracking, returns, replacements, refunds, and account updates within internal e-commerce CRM or order management tools.

• Escalation & Documentation: Log technical tickets accurately, report recurring system or site bugs, and escalated complex software or logistics issues to higher-tier support.

• Target Compliance: Meet daily and monthly metrics for handle time, first-contact resolution (FCR), customer satisfaction (CSAT), and attendance.

Typical Qualifications & Requirements

• Experience: at least 6 months to 1 year of call center or technical support in E-Commerce experience.

• Education: High school graduate or Bachelor's degree holder (Business, IT, Marketing, or related fields preferred).

• Technical Skills: Familiarity with e-commerce platforms , basic web navigation, and customer relationship management (CRM) software.

• Soft Skills: Strong verbal and written English communication skills, active listening, patience, and problem-solving aptitude under pressure.