Job Description: Customer Service Representative (CSR) – E-Commerce

Position Title: Customer Service Representative (CSR)

Company: E-Commerce Company

Location: Makati City, Philippines

Work Arrangement: Onsite (Makati Office)

Employment Type: Full-Time

Department: Customer Experience / Customer Support

Reports To: Customer Service Supervisor / Customer Service Manager

Position Summary

We are seeking a customer-focused and detail-oriented Customer Service Representative (CSR) to join our growing e-commerce team. The ideal candidate will be responsible for providing excellent support to customers through various communication channels, resolving inquiries efficiently, and ensuring a positive customer experience throughout the order journey.

Candidates must have prior experience using Zendesk CRM and handling customer concerns related to online orders, deliveries, returns, refunds, and product inquiries.

Key Responsibilities

Customer Support

• Respond promptly and professionally to customer inquiries via email, chat, social media, and phone.
• Assist customers with order status, product information, delivery concerns, returns, exchanges, and refunds.
• Resolve customer complaints efficiently while maintaining a positive customer experience.
• Escalate complex issues to the appropriate departments when necessary.

Zendesk CRM Management

• Manage customer tickets through Zendesk and ensure timely resolution within agreed service levels.
• Accurately document customer interactions, resolutions, and follow-up actions in the CRM system.
• Monitor ticket queues and prioritize urgent customer concerns.

Order & Account Support

• Assist customers with account-related concerns, payment issues, and order modifications when applicable.
• Coordinate with Warehouse, Logistics, and Operations teams regarding delivery and fulfillment issues.
• Verify order information and investigate discrepancies.

Performance & Quality

• Meet established KPIs including response time, resolution time, customer satisfaction, and productivity metrics.
• Maintain accuracy and professionalism in all customer communications.
• Contribute to process improvement initiatives to enhance customer experience.

Administrative Tasks

• Maintain accurate customer records and support documentation.
• Prepare reports and updates as required by management.
• Stay informed about company products, promotions, policies, and procedures.

Qualifications

Education

• Bachelor's degree in any field preferred.
• College undergraduates with relevant customer service experience may also be considered.

Experience

• Minimum of 1-3 years of customer service experience, preferably in an e-commerce, retail, BPO, or customer support environment.
• Hands-on experience using Zendesk CRM is required.
• Experience supporting customers through multiple channels (email, chat, social media, and phone) is highly preferred.

Skills & Competencies

• Excellent verbal and written English communication skills.
• Strong customer service and problem-solving abilities.
• Experience working with CRM and ticketing systems, particularly Zendesk.
• Ability to multitask and manage multiple customer inquiries simultaneously.
• High attention to detail and accuracy.
• Strong organizational and time-management skills.
• Ability to remain professional and composed when handling difficult customer situations.
• Proficient in Microsoft Office and Google Workspace.