Customer Service Representative

Pay - ₱45,000.00 - ₱55,000.00 per month

About Cellexia Labs

Cellexia Labs is a European beauty and skincare company with an international team operating across multiple markets. We develop and sell consumer skincare products and work with a fully remote team across different time zones.

About the Role

We are seeking an experienced Customer Support Representative to manage customer email inquiries and ensure a smooth, positive experience for every customer. This role is ideal for someone who is empathetic, detail-oriented, and thrives in a fast-paced environment where customer satisfaction directly drives business growth.

Responsibilities

• Respond promptly and professionally to customer inquiries via email
• Handle order issues, returns, refunds, and shipping concerns in line with company policy
• Resolve customer complaints with empathy while protecting brand reputation
• Track and log recurring customer issues to flag trends to the wider team
• Collaborate with the Operations team to resolve order-related problems
• Maintain accurate records of customer interactions in the helpdesk
• Provide product knowledge support, including ingredient and usage questions
• Stay updated on promotions, policies, and product updates to give accurate information

Requirements

• Minimum 2 years of hands-on customer support experience via email (eCommerce focus)
• Proven track record of maintaining high customer satisfaction scores in a high-volume environment
• Strong knowledge of helpdesk tools (Zendesk) and order management systems
• Analytical mindset with the ability to identify patterns in customer feedback and escalate appropriately
• Excellent written communication skills in English

Preferred Qualifications

• Experience in beauty, skincare, or health supplement niches
• Knowledge of de-escalation techniques and customer retention strategies
• Familiarity with Shopify, order fulfillment platforms, and basic shipping/logistics processes

Benefits

• A monthly bonus up to 30% of the monthly salary based on ad performance/output
• An annual bonus up to more than 40% of the annual salary based on the accomplishment of the company KPIs
• Allowances/Subsidies for gym memberships, supplements, hardware/software upgrades, learning stipends, etc.
• Real, unlimited growth opportunity in an open, collaborative work environment