Customer Service Representative II (E-Commerce)
Remote · Philippines or Quezon City, Metro Manila, Philippines
Job Summary
Customer Service Representative II (E-Commerce) handles inquiries via email, chat, and phone; resolves escalated concerns; processes orders, refunds, and returns; maintains CRM records; collaborates with fulfillment, sales, and marketing; identifies trends from customer feedback and supports product/service improvements; also assists in training Level 1 CSRs and staying knowledgeable on policies, promotions, and product developments. Key skills include multi-channel communication, CRM proficiency, issue resolution, order management, and cross-functional collaboration to ensure a positive customer experience. Onsite in Quezon City with optional remote work in the Philippines; offers professional development and competitive benefits.
Required Qualifications
- 2+ years of customer service experience (preferably in e-commerce, retail, or consumer goods)
- Strong verbal and written communication skills
- Proficiency with CRM software (e.g., Zendesk, Salesforce) and Microsoft Office
- Ability to handle escalations professionally and with problem-solving skills
- Experience processing orders, refunds, and returns is a plus
- Ability to work independently while collaborating with a remote or in-office team
- Strong multitasking and time management skills
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