Role Summary
The CSR (E-Commerce) is responsible forsupporting the Customer Service team in managing customer inquiries, complaints, order concerns, returns, refunds, and aftersales requests across various e-commerce platforms. The role ensures that customer concerns are addressed promptly, accurately, and professionally while maintaining high service standards and customer satisfaction.
Key Responsibilities
Support
t- he CSR team in handling daily e-commerce customer inquiries and concerns.Monitor a
- nd manage customer complaints, order issues, returns, refunds, exchanges, and other aftersales requests.Ensure th
- at customer inquiries and concerns are responded to accurately and within established response-time standards.Coordinat
- e with Operations, Warehouse, Sales, Logistics, and other relevant departments to facilitate timely resolution of customer concerns.Monitor k
- ey team performance metrics, including response time, resolution rate, customer satisfaction, and overall service quality.Handle es
- calated, sensitive, and complex customer concerns and ensure appropriate resolution.Establish
- , improve, and implement customer service procedures, workflows, and service guidelines.Identify
- recurring customer issues and recommend process improvements to minimize complaints and enhance the overall customer experience.Prepare a
- nd submit regular reports covering customer concerns, aftersales cases, team performance, and resolution status.Conduct c
- oaching, training, and performance feedback sessions to improve CSR productivity, communication, and service quality.Ensure co
- mpliance with company policies, e-commerce platform guidelines, and established customer service standards.
Qualifications
- Bachelor's Degree in Business Administration, Marketing, Communications, or a related field.
- At least 1 year of relevant experience in Customer Service, E-Commerce (Shopee, Lazada & TikTok), Aftersales, or a related role.
- Excellent verbal and written communication skills.
- Strong customer service, analytical, and problem-solving abilities.
- Solid experience handling customer inquiries, complaints, returns, refunds, exchanges, and aftersales concerns.
- Familiarity with major e-commerce platforms and their customer service and aftersales processes.
- Strong organizational and time-management skills, with the ability to manage multiple concerns and priorities simultaneously.
- Ability to handle escalated customer concerns calmly, professionally, and effectively.
- Proficient in Microsoft Office, Google Workspace, and customer service, ticketing, or CRM systems.
- Highly organized, customer-focused, detail-oriented, and capable of working in a fast-paced e-commerce environment.
- Amenable to work onsite in Cubao, Quezon City with 6days a week shifting schedule.
Benefits:
- Employee discount
- Opportunities for promotion
- Paid training
- Promotion to permanent employee
