# Customer Service Representative (E-commerce) - 29041643081

> Activate Talent · Philippines (Remote) · Full-time · Posted 2025-08-12

**Workplace:** remote

**Department:** AT1E

## Description

We are seeking proactive and customer-centric **e-commerce Customer Service Representatives (CSRs)** to join our dedicated team. As an e-commerce CSR, you will be the frontline support for customers shopping online, handling inquiries, resolving issues, and ensuring a seamless experience across all customer touchpoints, including email, SMS, phone, chat, and online forms. Ideal candidates will have strong communication skills, an affinity for problem-solving, and a passion for providing exceptional service in an e-commerce environment.

**Key Responsibilities:**

-   **Customer Engagement:**

-   Respond to customer inquiries related to online orders, products, shipping, and account management via email, SMS, phone, chat, and online forms in a timely and professional manner.
-   Provide accurate information on product availability, specifications, and policies, ensuring the customer has a smooth and positive shopping experience.
-   Address and resolve customer issues, such as order discrepancies, shipping problems, and return/exchange requests, with empathy and efficiency.

-   **Issue Resolution:**

-   Troubleshoot and resolve product-related issues by collaborating with fulfillment, shipping, and technical teams as needed.
-   Escalate complex or unresolved issues to the appropriate departments for further resolution.

-   **E-commerce Platform Support:**

-   Assist customers with navigating the website, completing purchases, and resolving technical issues related to their online shopping experience.
-   Work closely with logistics partners to provide timely updates on order statuses, including shipping and delivery times.

-   **Feedback and Improvement:**

-   Collect and document customer feedback, suggestions, and emerging trends to help inform business decisions and improve the overall customer experience.
-   Participate in continuous improvement initiatives by offering insights based on direct customer interactions.

-   **Brand Advocacy:**

-   Uphold a consistent and positive brand voice across all customer interactions.
-   Engage customers to foster brand loyalty, turning a positive experience into repeat business.

## Requirements

**Qualifications:**

-   Proven experience in customer service within an e-commerce environment or online retail.
-   Strong written and verbal communication skills, with the ability to address customer inquiries across multiple channels.
-   Problem-solving abilities and keen attention to detail, especially when resolving order and product issues.
-   Ability to handle high-pressure situations and manage multiple customer interactions simultaneously.
-   Proficiency with e-commerce platforms such as Shopify, customer service software like Kustomer, Aircall, Fulfill, UPS, and Slack.
-   Familiarity with returns management systems and handling social media inquiries (Instagram, Facebook, Twitter) is a plus.

## Apply

[Apply at Activate Talent](https://apply.workable.com/careersactivatetalent/j/7135166C85/apply)

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