# E-Commerce Customer Service Representative (Beauty Products) - 185

> D2B · Manila, Philippines (Remote) · Full-time · Posted 2026-04-30

**Workplace:** remote

**Department:** RecOps

## Description

**Position: E-Commerce Customer Service Representative (CSR)**

**Salary: PHP 50,000 – PHP 55,000 per month (depending on experience and skills)**

**Working Hours & Conditions: Mondays to Fridays;  9:00 AM to 6:00 PM AEST**

**Holidays: TBD**

**OVERVIEW:**

We are looking for a passionate and customer-focused E-Commerce Customer Service Representative to join our growing team. This role works closely with our Customer Service team based at our Head Office in Melbourne, supporting the day-to-day customer experience for our online beauty and skincare brand. The ideal candidate has a genuine love for beauty products, strong digital customer service experience, and the ability to deliver personalised, expert support that reflects our brand values.

**RESPONSIBILITIES:**

-   Respond to customer enquiries promptly and professionally via Gorgias across email, chat, and other integrated channels
-   Provide expert product advice and personalised recommendations based on customer needs, skin type, and product knowledge
-   Manage order-related concerns including tracking, delays, cancellations, returns, refunds, and replacements
-   Coordinate with the Melbourne-based Customer Service agent and wider team to ensure consistent and aligned customer experiences
-   Identify and escalate recurring customer concerns, complaints, or emerging trends to the relevant team members
-   Maintain accurate customer interaction records within Gorgias and Shopify
-   Support the team during promotional periods and campaign launches with timely and high-quality responses
-   Stay up to date with product launches, ingredients, and brand messaging to ensure accurate and on-brand communication

## Requirements

**Essential:**

-   **At least 2 years of experience in a customer service role within the FMCG or beauty products industry**
-   **Genuine familiarity with skincare and/or beauty products, including the ability to confidently discuss ingredients, routines, and product suitability**
-   **Hands-on experience with Shopify for order management and customer lookups**
-   **Experience using Gorgias or a similar helpdesk platform (e.g., Zendesk, Freshdesk, Re:amaze)**
-   Strong written English communication skills with a warm, on-brand tone
-   Ability to work independently while collaborating effectively with a remote team across time zones
-   Customer-first mindset with a high level of empathy, professionalism, and attention to detail

Desirable:

-   Experience supporting an Australian or international D2C beauty or skincare brand
-   Familiarity with Australian consumer expectations and online shopping behaviour
-   Experience working with or alongside an offshore/onshore hybrid customer service team
-   Knowledge of beauty and skincare trends relevant to the Australian market

## Apply

[Apply at D2B](https://apply.workable.com/d2b-1/j/4F656AC616/apply)

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