CS Specialist (Ecommerce - Zendesk/Shopify)

About the Role

We are seeking a fast-paced, highly adaptable Customer Service Representative based in Manila, Philippines to join our global e-commerce support team. You will manage customer inquiries across international markets using Shopify, Zendesk, and ERP systems while driving a seamless, high-quality customer experience.

Key Responsibilities

• Omnichannel Support: Handle global inquiries (email, chat, phone) regarding order status, shipping, returns, and exchanges while strictly meeting SLA standards.
• Order & System Management: Execute order processing, updates, and status tagging accurately across Shopify and internal ERP systems.
• Resolution & Escalation: Resolve customer complaints with professional empathy and escalate high-priority issues appropriately.
• Process Compliance: Maintain precise documentation of customer interactions and adhere strictly to internal SOPs and brand guidelines.

Requirements

• Location: Based in Manila, Philippines.
• Experience: 1–3 years of customer service experience, ideally within e-commerce.
• Core Traits: Exceptional adaptability to rapid operational changes, high urgency, and a fast-paced work ethic.
• Communication: Excellent written and spoken English proficiency.
• Tech Proficiency: Familiarity with Shopify, Zendesk, or related ticketing and e-commerce platforms.

• Preferred: Cross-border DTC experience, familiarity with US/EU markets, and/or Mandarin language skills.

What We Offer

• Competitive compensation aligned with experience
• Performance-based bonuses
• Career advancement opportunities within a dynamic global DTC brand