Customer Service Representative, E-commerce Support (Night Shift, Onsite)

Onsite at Cebu Business Park, Cebu City · Full-time · Night shift (US business hours), Monday to Friday

A full-time Customer Service Representative with excellent communication and customer service skills who supports the company's customers across email, chat and phone. The role handles both inbound contact and outbound follow-ups, answers customer inquiries, resolves concerns and keeps every interaction positive. It suits someone professional, dependable and detail-oriented who works efficiently when volume is high.

Key responsibilities

• Respond to a high volume of inbound tickets and calls with timely, accurate and professional help.
• Make outbound calls or send outbound emails for follow-ups, order updates and other business matters.
• Answer inquiries about products, orders, shipping, returns, warranties and account information.
• Document every customer interaction, request and resolution in the helpdesk and order systems.
• Follow the company's customer service procedures, policies and communication standards.
• Keep a professional and positive tone with customers, including difficult ones.
• Coordinate with internal teams so that customer concerns are resolved properly.
• Meet the productivity, quality, attendance and customer satisfaction expectations set for the role.
• Perform other customer service tasks as assigned.

Qualifications

• Excellent verbal and written English communication skills.
• Previous experience in customer service, e-commerce support, call center or BPO operations preferred.
• Comfortable handling both inbound and outbound contact.
• Strong active listening and problem-solving skills.
• Able to stay professional and composed with challenging customers.
• Detail-oriented, organized and able to multitask.
• Comfortable learning and using the company's systems, tools and software (helpdesk, store platform, order system).
• Reliable and punctual.
• Works independently and collaborates well with a team.

Ideal candidate

Someone who adapts to the role quickly, communicates confidently with customers and keeps service quality high during busy periods.

What you get

• Salary package with regular salary appraisals
• HMO and health insurance
• Night differential and holiday premium pay
• Service incentive leave upon regularization
• Monday to Friday schedule, weekends off
• Full-time direct hire with real room to grow
• Training and upskilling through SOS Academy
• Employee engagement activities and a healthy work environment
• Class A office in Cebu Business Park with backup power and redundant internet

Staff Outsourcing Solutions never asks applicants for payment, training fees or personal documents before a written job offer.