Job Summary

The Customer Service Representative is responsible for

delivering exceptional customer support through Zendesk by handling customer

inquiries, return requests, merchant communications, order tracking concerns,

Seel insurance-related issues, and app support. The role requires excellent

communication skills, strong attention to detail, and the ability to meet

strict service level agreements (SLAs) while ensuring accurate and timely

resolution of customer concerns.

Key Responsibilities

Customer Support

• Respond to customer inquiries via Zendesk, chat, and email
• in a professional, empathetic, and solution-oriented manner.
• Review customer conversations and accurately identify
• concerns and required actions.
• Provide timely updates and resolutions while maintaining a
• positive customer experience.
• Document all customer interactions and case details
• accurately within Zendesk.

Return Assistance

• Review and validate customer return requests, order details,
• and item information.
• Locate and access merchant return portals when necessary.
• Submit return requests on behalf of customers according to
• merchant policies.
• Collect and verify return shipping labels, QR codes, return
• instructions, and return addresses.
• Accurately update ticket records and resolve completed
• return cases.
• Document failed return attempts and apply appropriate tags
• and notes according to established procedures.

Merchant Communication

• Contact merchants regarding order status inquiries, delayed
• shipments, cancellations, refunds, and other customer concerns.
• Monitor merchant responses and provide customers with timely
• updates.
• Escalate unresolved issues when necessary.

Seel Insurance and App Support

• Assist customers with package protection claims, lost,
• stolen, damaged, or delayed package concerns.
• Guide customers through Seel App features, including order
• tracking, returns, claims reporting, email connection, and Seel Cash
• withdrawals.
• Coordinate with Seel Support when additional assistance is
• required.

Qualifications

• High School Diploma or equivalent required.
• Previous customer service, chat support, or email support
• experience preferred.
• Experience using Zendesk or similar ticket management
• systems is an advantage.
• Excellent written and verbal English communication skills.
• Strong problem-solving, organizational, and multitasking
• abilities.
• Ability to work independently while maintaining quality and

productivity standards.

Work Details:

The Orient Square, Ortigas Center, Pasig City

 Schedule: Shifting, adjusted according to business needs

 Training: 9:00 AM – 6:00 PM (adjustable)

 Probation: 6 months