Ecommerce Customer Service Representative

Employment Type

Full-Time Employment

Work Setup

Onsite onboarding for two to four weeks, followed by a transition to a remote setup.

Work Schedule

Night Shift (Following U.S. Eastern Time Zone)

Location

Eastwood, Libis, Quezon City

Overview

The Ecommerce Customer Service Representative is responsible for delivering a high-quality customer experience across client's online sales channels. This role handles a mix of inbound customer support and order management activities, with opportunities for light upselling and product recommendations when appropriate. The CSR works primarily within Beauty4U's Shopify and/or Zendesk, other customer service apps compatible with Shopify.

Duties and Responsibilities

Customer Support

• Respond to customer inquiries via email, chat, phone, and social media in a professional and timely manner.
• Resolve customer concerns related to products, orders, shipping, returns, and refunds.
• Provide accurate product information and guidance to help customers make informed purchase decisions.
• Identify opportunities for light upselling and cross-selling based on customer needs and product fit.

Order Management

• Process and monitor customer orders within Shopify
• Handle order modifications, cancellations, returns, exchanges, and refunds in line with company policies.
• Track shipments and proactively communicate updates or delays to customers.
• Coordinate with internal teams to resolve fulfillment, inventory, or shipping issues.

Customer Experience

• Maintain a friendly, helpful, and brand-aligned tone in every customer interaction.
• Document customer interactions accurately and consistently within Shopify
• Escalate complex or sensitive issues to the appropriate Beauty4U or Intelassist contact when needed.
• Contribute to a positive team environment and support continuous improvement of customer service processes.

Qualifications

• Preferred Bachelor’s Degree in any field related
• Approximately 5 years of customer service experience in an e-commerce environment.
• Comfortable working within Shopify, Zendesk, and / or other CS tools
• Proven ability to manage multiple channels (email, chat, phone, social) without compromising quality.
• Reliable internet connection and a quiet, professional remote work environment
• Strong written and verbal English communication skills
• Strong attention to detail, problem-solving skills, and ability to work independently
• Prior experience in the beauty, cosmetics, skincare, or personal care industry. Experience with hair extensions, wigs, weaves, etc. is highly desired
• Familiarity with handling returns, refunds, and exchanges in an e-commerce setting
• Experience supporting US-based customers and adapting to US business culture and tone
• WHY INTELASSIST?
• We grow together. We value your effort. We aim to empower you.