Customer Service Agent | Day Shift | Hybrid

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About The Role

As a Customer Service Agent, your primary role is to provide exceptional customer
support and ensure a positive experience with customers within the platform. You will
serve as the main point of contact for customers, addressing their inquiries, resolving
issues, and facilitating smooth transactions. Your excellent communication skills,
problem-solving abilities, and knowledge of the policies and procedures will be
instrumental in delivering high-quality customer service and maintaining the
reputation of the marketplace.

What You’ll Do

● Multi-Channel Customer & Store Support: Handle incoming queries,
complaints, and requests across live chat, messaging, email , and phone
promptly and professionally, acting as an ambassador for the business and
adhering to established response time standards.
● Order Fulfillment & Logistics: Assist with order-related inquiries (status,
tracking, cancellations, modifications, returns) and proactively
oversee/enhance customer support to ensure seamless customer experience.
● Issue Resolution & Escalation: Troubleshoot problems efficiently to achieve
First Contact Resolution (FCR), and identify and escalate complex or
unresolved issues to appropriate teams or supervisors for timely resolution.
● Performance & Continuous Improvement: Achieve or exceed individual
and team KPIs, continuously expand product knowledge, and identify
innovation opportunities to share with management.
● Team Support & Leadership: Support, empower, and collaborate with
internal teams, delivery partners, and stores, while assisting with the
onboarding and training of new teammates.

What You’ll bring
● Availability and willingness to work full-time on-site in the first 3 months is
required before moving to hybrid with 3 days on site, 2 days at home.
● Flexibility to work shifts, including weekends, and holidays, as needed.
● Proven experience in a customer service role, preferably in the e-commerce
industry.
● A positive and resilient outlook - can keep cool under pressure
● Ability to multitask and work effectively in a fast-paced environment.
● Active listening and problem-solving abilities
● Strong written and verbal communication skills
● Experience with Zendesk ticketing software and eCommerce is a plus.

What You’ll Experience
● Be a part of Australia’s largest retailer
● Constant mentoring and training provided
● Generous sick and vacation leave
● A flexible approach to work
● Premium health insurance coverage

Work Location: Ortigas, Pasig City
Work Setup: Day Shift, Hybrid