Customer Service Representative
Company: Dynn Enterprises OPC – Canine Science
Location: Onsite - San Antonio, Makati
Employment Type: Full-time
Work Schedule: 6 days per week (Monday to Saturday)
Compensation & Benefits
- Competitive Salary
- 15 days Vacation Leave (VL)
- 15 days Sick Leave (SL)
- VL and SL are convertible to cash at the end of the year
- Leaves are pro-rated for new hires upon regularization
- HMO coverage after 6 months of employment
- 13th Month Pay
- Performance-based incentives
About Canine Science
Canine Science is a growing Filipino pet supplement brand dedicated to helping pet parents provide better health and nutrition for their dogs. Our products are available through major e-commerce marketplaces and our growing network of offline retail and business partners.
We are looking for a Customer Service Representative who will take full ownership of our marketplace customer experience from responding to inquiries and managing orders to maintaining excellent store ratings, resolving customer concerns, and identifying opportunities to convert online customers into sales and potential offline accounts.
Job Summary
The Customer Service Representative will be responsible for managing the day-to-day customer service operations across Canine Science's online marketplaces and social media channels.
This role is not limited to answering messages. The successful candidate will fully own the customer experience and health of our marketplace stores, ensuring fast response times, excellent customer satisfaction, strong store ratings, accurate order handling, and timely resolution of customer concerns.
The role will also support sales by identifying potential customers and business leads from Facebook and other online channels and converting qualified leads into purchases or potential offline accounts.
Key Responsibilities
Marketplace Ownership
- Take full ownership of Canine Science's customer service operations across Shopee, Lazada, TikTok Shop, Shopify, and other applicable platforms.
- Monitor marketplace inboxes, chats, comments, reviews, ratings, orders, cancellations, returns, refunds, and customer concerns.
- Ensure customer inquiries are answered promptly and professionally.
- Maintain excellent store ratings, customer satisfaction scores, response rates, and marketplace performance metrics.
- Proactively identify issues that may negatively affect marketplace ratings or account health.
- Respond appropriately to negative reviews and customer complaints while protecting the Canine Science brand.
- Coordinate with Fulfillment and Operations teams to resolve delivery, product, and order-related concerns.
- Monitor marketplace notifications, campaigns, penalties, and account health.
- Escalate high-impact or recurring issues to management with recommended solutions.
Customer Service
- Provide professional, friendly, and knowledgeable assistance to customers.
- Answer product-related questions and recommend appropriate Canine Science products.
- Handle concerns involving orders, deliveries, damaged products, incorrect orders, returns, refunds, and after-sales issues.
- Maintain professionalism when dealing with difficult or dissatisfied customers.
- Ensure customer concerns are properly documented and followed through until resolution.
- Identify recurring customer complaints and provide feedback to management.
Marketplace Ratings & Reputation Management
- Monitor marketplace ratings and reviews daily.
- Track negative reviews, low ratings, and recurring complaints.
- Respond to reviews and customer feedback appropriately and professionally.
- Proactively resolve issues that could result in negative ratings.
- Coordinate with the appropriate team to address legitimate product, fulfillment, or service concerns.
- Identify trends affecting customer satisfaction and marketplace ratings.
The goal is not simply to respond to customers, but to actively protect and improve the Canine Science customer experience and marketplace reputation.
Facebook Lead & Sales Conversion
- Monitor inquiries and conversations coming through the Canine Science Facebook page and other social media channels.
- Identify customers with potential for additional purchases or business opportunities.
- Convert qualified inquiries into actual sales.
- Identify potential pet stores, veterinary clinics, groomers, resellers, distributors, and other offline business accounts.
- Initiate conversations with potential business customers and introduce Canine Science's products and wholesale opportunities.
- Follow up with qualified leads and maintain an organized lead tracker.
- Coordinate qualified offline leads with the appropriate Sales or Management team.
- Build relationships with customers and potential business partners.
Sales & Customer Retention
- Recommend relevant Canine Science products based on customer needs.
- Identify opportunities for upselling and cross-selling.
- Encourage repeat purchases through excellent customer service.
- Follow up with customers when appropriate.
- Understand common customer objections and provide accurate product information.
- Contribute to marketplace sales by combining excellent service with a sales-oriented approach.
Reporting & Coordination
- Maintain accurate records of customer inquiries, complaints, returns, refunds, leads, and conversions.
- Prepare regular reports on customer service and marketplace performance.
- Track marketplace ratings and customer feedback.
- Report recurring customer issues and recommend improvements.
- Coordinate closely with Fulfillment, Sales, Marketing, and Management teams.
Key Performance Indicators
Customer Service
- Marketplace response rate
- Average response time
- Customer concern resolution rate
- Customer satisfaction
- Quality and professionalism of customer interactions
Marketplace Performance
- Marketplace store rating
- Number and percentage of negative ratings/reviews
- Marketplace response rate
- Cancellation/return/refund rate
- Marketplace account health
- Customer complaints and escalations
Sales & Lead Conversion
- Qualified leads generated
- Lead follow-up rate
- Lead-to-sale conversion rate
- Sales generated from customer inquiries
- Qualified offline business leads
- New offline accounts generated from online leads
Qualifications
- At least 1–2 years of experience in customer service, e-commerce, marketplace operations, or a related role.
- Hands-on experience managing Shopee, Lazada, TikTok Shop, Shopify, or similar marketplace platforms.
- Experience handling marketplace customer inquiries, reviews, ratings, returns, refunds, and order concerns.
- Experience maintaining marketplace store ratings and customer satisfaction metrics is highly preferred.
- Experience handling Facebook Messenger or social media customer inquiries.
- Sales or lead conversion experience is an advantage.
- Experience prospecting for business accounts or converting social media leads into sales is a strong advantage.
- Excellent written and verbal communication skills.
- Strong problem-solving and conflict-resolution skills.
- Highly organized and able to manage multiple customer concerns simultaneously.
- Proactive and comfortable taking ownership of issues from beginning to resolution.
- Customer-focused but also sales-oriented and commercially minded.
- Experience in pet care, pet retail, e-commerce, FMCG, or consumer products is an advantage.
Compensation & Benefits
- Competitive Salary
- 15 days Vacation Leave (VL)
- 15 days Sick Leave (SL)
- VL and SL are convertible to cash at the end of the year
- Leaves are pro-rated for new hires upon regularization
- HMO coverage after 6 months of employment
- 13th Month Pay
- Performance-based incentives
- Opportunity to grow with a fast-growing Filipino pet wellness and e-commerce brand
