Customer Service Representative

Job Summary:

As a Customer Service Representative, you will be the first point of contact for our customers, providing exceptional service and resolving inquiries or issues in a timely and professional manner.

Job Responsibilities:

1. Respond to customer inquiries related to product information, availability, pricing, shipping, and returns on both Shopee and Lazada platforms.
2. Provide detailed product knowledge and guide customers in selecting the right cellphone accessories based on their needs (e.g., cases, chargers, screen protectors).
3. Resolve pre-sale and post-sale queries in a timely, polite, and professional manner.
4. Assist customers with order tracking, updates on shipping delays, and other delivery-related concerns.
5. Help customers modify or cancel orders when necessary.
6. Process product returns and exchanges according to company policies, including managing damaged or defective product claims.
7. Coordinate with the warehouse team to facilitate the return and replacement process efficiently.
8. Address refund requests, ensuring compliance with Shopee and Lazada's return policies.
9. Investigate and resolve customer complaints or issues, including problems with product quality, shipping delays, or incorrect orders.
10. Respond to customer reviews and feedback on Shopee and Lazada with professionalism, addressing any concerns and thanking customers for positive reviews.
11. Encourage satisfied customers to leave positive feedback and ratings to enhance the brand’s reputation.
12. Monitor and report recurring feedback or product concerns to the management team to improve product offerings.
13. Ensure timely responses within the platform’s set service level agreements (SLAs) to maintain a high customer satisfaction score.

• High School or Undergraduate or Graduate in any course
• Proven customer support experience or experience as a service representative
• Track record of achieving quota is a plus
• With experience as CSR in Shopee and Lazada

• Salary: Php 17,500 - 18,000.00 per month.
• Birthday month celebration every 18th of the month with free cakes and drinks
• Chinese New Year
• Sales Incentives
• Mid-autumn festival
• Company Christmas gift and events
• Employee discount
• Opportunities for promotion and career advancement.
• Paid training and supplemental pay types including 13th month salary, anniversary bonus, overtime pay, performance bonus, and yearly bonus.

• 8 AM - 6 PM (2 Hours Break), 12 PM - 9 PM, 2 PM - 11 PM

Join our team and be part of a dynamic company with a commitment to employee growth and success. Your contributions will directly impact our market presence and overall success.

Job Types: Full-time

Benefits:

• Company events
• Employee discount
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee

Work Location: In person