Customer Service Representative - Ecommerce

Job description

We are looking for an experienced Customer Success Representative with strong exposure to DTI-handled cases to join our growing e-commerce team. This role is critical in managing customer complaints, resolving disputes, and ensuring compliance with Philippine consumer protection regulations.

Role Overview:

You will handle customer concerns across multiple channels, with a focus on complex complaints and escalations, including those endorsed through the Department of Trade and Industry (DTI). The role requires both customer-facing expertise and strong back-end case management to ensure timely, compliant resolutions.

Key Responsibilities:

· Manage customer inquiries and complaints via chat, email, and phone

· Investigate and resolve disputes related to orders, payments, refunds, and deliveries

· Handle escalated and high-risk cases, including DTI-endorsed complaints

· Coordinate with internal teams (logistics, sellers, payments, etc.) to resolve complex issues

· Maintain accurate documentation and ensure adherence to SLAs and regulatory requirements

Qualifications:

· At least 2 years of experience in customer service, preferably in e-commerce

· Proven experience handling chat, email, and phone support

· Strong communication, problem-solving, and conflict resolution skills

· Fluent in English and Filipino

· Willing to work shifting schedules, including weekends and holidays

· DTI / Regulatory Experience (Required):

*Front-End (External Handling) *

· Experience directly handling DTI-endorsed complaints and customer disputes

· Ability to communicate professionally with customers and regulatory officers

· Experience supporting or participating in mediation/conciliation processes

· Strong de-escalation skills for sensitive and high-risk cases

*Back-End (Case Management & Compliance)*

· Experience preparing formal responses, documentation, and supporting evidence for DTI cases

· Strong documentation and case tracking skills (audit-ready)

· Ability to coordinate with internal teams to gather information and resolve disputes

· Familiarity with DTI timelines, processes, and compliance requirements

· Ability to identify trends and recommend improvements based on complaint data