Customer Service Representative (E-commerce)
Cebu City, Central Visayas, Philippines
Job Overview:
As a member of our e-commerce support team, you’ll handle customer communication via AirCall and email, resolve order and shipping issues, and maintain accurate order records in Shopify. You’ll play a key role in ensuring a seamless, positive customer experience from checkout to resolution.
Responsibilities
- Respond to customer inquiries via email and phone (AirCall and customer care inbox)
- Process and track orders, returns, replacements, and refunds through the Shopify Admin dashboard
- Coordinate with carriers like FedEx, USPS, and UPS to resolve delivery issues
- Accurately update notes, tags, and statuses for customer orders in Shopify
- Handle warranty cases, defective items, and missing shipments based on company policy
- Maintain a professional and empathetic tone in all communications
- Escalate complex or sensitive customer concerns to leadership or other teams
Job Qualifications and Skills Set
- E-commerce customer service experience (Shopify preferred)
- Familiarity with Shopify Admin workflows including order edits, refunds, and returns
- Strong written communication and customer-facing problem-solving skills
- Experience with call handling tools (e.g., AirCall)
- Attention to detail and ability to multitask under pressure
- Positive attitude with a customer-first mindset
Preferred but not required:
- Knowledge of Shopify apps used for customer engagement or returns
- Experience with international shipping and logistics
- Basic familiarity with payment gateway disputes and fraud prevention tools
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