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.