Customer Service Specialist (Blended Account) | Hybrid
Why Join enablesGROUP?
Since 2016, enablesGROUP has been on a mission: to deliver high-quality operations and outsourcing services to every client, big or small.
Fast forward to 2026, we’ve grown our global footprint to serve 100+ clients and expanded into 4 key industries. At enablesGROUP, you’re not just joining a company – you’re joining a community that values growth, learning, and success. Check us out at www.enablesgroup.com.
At enablesGROUP, you’re not just joining a company – you’re joining a community that values growth, learning, and success.
We have market leading engagement scores and invest heavily in your Learning and Development, with a specific focus on enhancing your ability to leverage AI in your daily tasks.
Our Perks & Benefits include:
- Comprehensive health and life insurance starting Day 1, covering 2 eligible dependents.
- 20 leave credits for vacation, emergencies, sick days, and even your birthday! ?
- Endless opportunities for career advancement with annual performance reviews and salary increases.
- Company-provided laptop to set you up for success.
- Convenient office location in Pasig, at the heart of Manila, accessible to all.
- Loyalty rewards: Employees celebrating 5 years could receive a profit-sharing scheme.
- In-house learning & development programs with access to the latest in AI and technology.
Location: Ortigas, Pasig, PH (Hybrid | 3x Onsite, 2x WFH)
Work Schedule: Rotational | Shifting (with night shift)
Job Summary:
We are seeking a customer-focused Customer Service Specialist to support our Fashion eCommerce retail account, assisting plus-size customers across Australia, the United States, and New Zealand through voice, chat, and email channels. In this role, you will be responsible for delivering excellent customer service by handling order and product enquiries, resolving issues promptly with a high level of accuracy and empathy, and ensuring first contact resolution whenever possible; you will also maintain accurate records, follow through on open cases, and build positive relationships with customers and internal teams, all while thriving in a fast-paced, shifting schedule environment.
Qualifications / Key Responsibilities:
- Handle customer enquiries via voice, chat, and email.
- Assist customers with order enquiries, product information, order status, and related concerns.
- Provide excellent customer service and aim for first contact resolution.
- Research and resolve customer issues accurately and in a timely manner.
- Accurately log calls, chats, emails, and customer information in the system.
- Follow up on open cases, tickets, chats, and emails when needed.
- Clearly explain products, services, and company information to customers.
- Ask probing questions to better understand customer needs.
- Process orders accurately and efficiently.
- Build positive working relationships with customers, peers, and management.
- Maintain professionalism, empathy, patience, and strong communication skills.
- Amenable to shifting schedules and additional tasks/projects if needed.
Qualifications:
- 2-3 years’ BPO experience on end-to-end customer service enquiries (Blended: Chat, Email, Voice)
- 1-2 years’ work experience with AU/US/NZ Retail campaign is preferred.
- Experience in managing multiple chat sessions at the same time preferred (minimum of 4 concurrencies)
- Experience in providing voice and email support required.
- Passion to provide positive customer experience.
- Ability to communicate and engage effectively, verbally and in writing, with customers and partners.
- Ability to use and learn proprietary software systems.
- Experience in handling US Voice account is a plus.
- Experience in using Zendesk is a plus.