E-Commerce Customer Service Representative - Retail / Fashion (6 month contract - Remote)

Full Time

Location: Work From Home - Greater Manila Area

Schedule: Monday to Friday, 6:30 AM - 3:30 PM PHT

About the Company

Our client is an established lifestyle brand with a long-standing global presence. Known for delivering high-quality products, the brand remains focused on providing excellent shopping experience and fostering meaningful, long-term customer relationships.

They’re now looking for an eCommerce Customer Service Representatives to join their growing team.

Why You’ll Love Working With Us

• Government-mandated benefits.
• Equipment will be provided + internet allowance.
• Access to work in one of our Manila-based offices.

What You’ll Be Doing

Reporting directly to an Australia-based manager, as an eCommerce Customer Service Representative, you'll be a key driver in managing the entire customer journey, delivering the brand’s promise, and providing invaluable team support.

Your responsibilities include:

• Proactively resolving customer inquiries (order issues, refunds, product knowledge) via email and live chat using Gorgias and Salesforce.
• Managing the full customer experience from the moment an order is received through post-delivery.
• Acting as a product expert, providing styling advice and ensuring the brand's tone of voice is consistently implemented.
• Assessing and processing online customer returns and escalating complex complaints promptly.
• Providing valuable insights to the team based on customer feedback to drive continuous improvement in the customer experience.
• Supporting the wider team with essential functions like RTS, Sold Outs, and Quality Check (QC) of returns.

What You’ll Bring

• Minimum of four years of experience in customer service or a similar role.
• Proven experience in an e-commerce Customer Service role.
• Proficiency in Microsoft Office including Outlook, Word, and Excel.
• Excellent written and verbal communication skills that are friendly and engaging.
• Exceptional time management and organizational skills with a strong sense of urgency.

Bonus Points For:

• Experience with Shopify, Salesforce, or Gorgias or other similar customer service software (Technical Tool Keywords: Gorgias, Shopify, Salesforce, AP21).
• Demonstrated ability to take ownership, adapt easily, and multitask.
• A great eye for design and high attention to detail.
• Ability to proactively contribute ideas for continuous improvements in team meetings.

Important: This role is open to Filipino citizens only. Applications must be submitted in English.

#filtacareers

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.