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Customer Service Representative

  • Hybrid
    • National Capital Region, Philippines

E-commerce CSR role with Shopify exposure.

Job description

Job Summary

KDCI Outsourcing is seeking a Customer Service Representative to provide high-quality support across phone, email, and chat channels. This role requires strong communication skills, a customer-first mindset, and the ability to multitask in a fast-paced environment. The ideal candidate has experience supporting e-commerce operations, particularly using Shopify or similar platforms to manage orders, returns, and customer inquiries efficiently.

Key Responsibilities

  • Handle customer inquiries via phone, email, and chat in a professional and timely manner.

  • Assist customers with order tracking, product inquiries, returns, and account updates.

  • Manage and update customer information accurately within internal systems.

  • Process returns, exchanges, and refunds in accordance with company policies.

  • Utilize Shopify or similar e-commerce platforms to resolve order-related concerns.

  • Maintain clear and organized documentation of all customer interactions.

  • Escalate complex or sensitive cases appropriately.

  • Meet service level agreements (SLAs) and quality standards consistently.

  • Deliver a positive and solution-oriented customer experience.

Job requirements

Job Requirements

  • Excellent verbal and written communication skills.

  • Previous experience in a customer service role, preferably handling phone, email, and chat support.

  • Strong customer-focused mindset with a commitment to delivering exceptional service.

  • Ability to multitask and prioritize tasks effectively.

  • Experience using Shopify or similar e-commerce platforms to manage orders, process returns, update customer information, and resolve inquiries.

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