Ecommerce Support Specialist (Seasonal Part-time)

About the Company

MS2 is a Canadian retail advisory and services company helping retailers and direct-to-consumer (DTC) brands improve operations and scale their teams.

With more than 20 years of retail experience, we build and manage remote teams that work as an extension of our clients operations. Our areas of expertise include Customer Experience (CX), e-commerce, merchandising, finance, supply chain and technology.

You will work with a fantastic Canadian retailer, helping their customers have a great experience that keeps them coming back.

About the Role

As part of the Ecommerce Team you will assist customers by phone and email, answer questions, resolve issues, and ensure every interaction is handled accurately, professionally, and efficiently.

This is a seasonal, part-time remote position from mid October to mid January. You will be scheduled for a minimum of 3 shifts per week (8 hours per shift / 24 hours per week), with the flexibility to work up to 5 shifts (40 hours per week) during busier periods.

Shifts will be scheduled during North American business hours, so candidates must be comfortable working Philippine evening and overnight hours, including weekends when required.

As this is a work-from-home position, you must have a quiet and professional workspace, reliable high-speed internet, and a suitable computer setup.

Responsibilities

• Respond to customer inquiries by phone and email in a friendly, timely, and professional manner.
• Resolve customer issues related to orders, billing, shipping, returns, deliveries, and other customer concerns.
• Help customers navigate websites, place orders, and find product information.
• Maintain accurate and up-to-date customer and order information.
• Research products, policies, and website information to provide customers with accurate answers.
• Escalate issues when necessary and ensure appropriate follow-up.
• Deliver a friendly, professional, and solution-focused experience with every customer interaction.
• Work collaboratively with teammates and assist colleagues when needed.
• Provide administrative and operational support to the customer service team and management.

Qualifications

• Excellent spoken and written English communication skills.
• Ideally, at least 1 year of customer service experience, preferably in retail, e-commerce
• Comfortable communicating with North American customers by phone and email.
• Strong computer skills and proficiency with Microsoft Office applications.
• Experience with platforms such as Zowie, Shopify, or similar customer service tools is an asset.
• Strong organizational and interpersonal skills.
• Excellent telephone etiquette and professional communication skills.
• Strong attention to detail and ability to follow processes accurately.
• Ability to work independently from home while contributing as part of a remote team.
• Reliable high-speed internet and a quiet, distraction-free workspace.
• Must be available for at least 3 eight-hour shifts per week and have the flexibility to work up to 5 shifts per week during peak periods.
• Must be comfortable working evening, overnight, and weekend shifts to support Canadian and North American customers.

Required Skills

• Excellent spoken and written English communication skills.
• Strong computer skills and proficiency with Microsoft Office applications.
• Strong organizational and interpersonal skills.
• Excellent telephone etiquette and professional communication skills.
• Strong attention to detail and ability to follow processes accurately.
• Ability to work independently from home while contributing as part of a remote team.

Preferred Skills

• Ideally, at least 1 year of customer service experience, preferably in retail, e-commerce, BPO, or a contact centre environment.
• Comfortable communicating with North American customers by phone and email.
• Experience with platforms such as Zowie, Shopify, or similar customer service tools is an asset.

Pay range and compensation package

Employment Type: Seasonal, Part-Time

• Minimum Schedule: 3 × 8-hour shifts per week (24 hours)
• Peak Schedule: Up to 5 × 8-hour shifts per week (40 hours)
• Schedule: North American business hours / Philippine evening and overnight hours

Equal Opportunity Statement

Location: Philippines – Remote / Work From Home

Recruitment Process

• Submit your application.
• Complete an initial screening.
• Attend a 30-minute first-round interview.
• Attend a final interview with the Client Manager and Managing Director.