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Customer Service Representative

  • Hybrid
    • National Capital Region, Philippines

Provide customer support for a growing eCommerce / direct-to-consumer business.

Job description

Job Summary

KDCI Outsourcing is seeking a proactive and empathetic Customer Service Representative to support a client in the wellness and lifestyle industry. This role is responsible for providing timely, professional, and solution-oriented customer support while ensuring an exceptional customer experience. The ideal candidate has experience supporting eCommerce or direct-to-consumer brands, strong communication skills, and the ability to effectively resolve product, order, return, and troubleshooting inquiries.

Key Responsibilities

  • Respond promptly and professionally to customer inquiries via email.

  • Provide accurate and helpful information about product details, availability, pricing, and usage 

  • Troubleshoot and resolve service or product issues by identifying root causes and recommending solutions 

  • Handle order processing tasks, including updates, modifications, and returns 

  • Escalate unresolved or complex issues to the appropriate internal teams as needed 

  • Maintain accurate and comprehensive records of all customer interactions, transactions, and feedback 

  • Follow established communication guidelines and policies to ensure consistency and quality in support 

  • Collaborate with internal teams when additional assistance is required to resolve customer concerns.

  • Participate in training sessions to stay updated on product knowledge, tools, and internal procedures 

Job requirements

Job Requirements

  • 2–3 years of experience in a customer service role, preferably within eCommerce or direct-to-consumer environments.

  • Experience in the wellness, health-tech, or related consumer products industry.

  • Experience supporting Western clients or global eCommerce brands.

  • Hands-on experience using customer support and eCommerce platforms such as Shopify, Starshipit, and Salesforce CRM.

  • Previous experience providing customer support through phone, email, and chat channels.

  • Excellent written and verbal English communication skills.

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

  • Strong attention to detail, organizational skills, and analytical thinking.

  • High level of empathy with the ability to understand customer concerns and provide effective solutions.

  • Ability to multitask, prioritize competing responsibilities, and perform effectively in a fast-paced environment.

  • Team-oriented with a strong work ethic and commitment to delivering quality service.

  • Must be willing and prepared to work on a rotating shift schedule, including morning, mid, and graveyard shifts, based on business and operational needs.

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