E-commerce Manager
Modern.ai
eCommerce Customer Support Specialist – Email & Chat
Penbrothers
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Manage and resolve customer service tickets and live chat inquiries through eDesk efficiently and accurately.
- Process refunds and replacements in line with company policies for damaged or faulty items.
- Address general customer queries, providing clear, professional, and timely responses.
- Coordinate customer support across multiple marketplaces, ensuring consistency and quality.
- Maintain performance standards, including: Average handling time: 1 minute 30 seconds per ticket Minimum 20–23 tickets processed per hour without compromising quality Meet or exceed the 3-day SLA for first responses Identify recurring issues and provide insights to improve customer experience and operational processes.
Requirements
- At least 3-4 years experience in high-volume customer service environments, preferably in eCommerce.
- Familiarity with customer service ticketing systems (eDesk preferred but not mandatory).
- Strong written communication skills in English, with an emphasis on clarity and professionalism.
- Experience supporting major eCommerce platforms, such as Amazon and B&Q.
- Exceptional attention to detail, able to manage multiple tickets simultaneously.
- Highly detail-oriented and capable of managing multiple tasks without compromising quality.
- Strong problem-solving abilities, able to quickly resolve customer issues and prevent escalation.
- Effective written communication, conveying solutions clearly and empathetically to customers.
- Excellent time management, able to meet handling time and response SLAs under pressure.
Benefits
- Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
- Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
- Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
- Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceticketing systemseCommercerefund processingissue resolutionperformance standardsSLA managementmulti-taskingproblem-solvingattention to detail
Soft skills
written communicationclarityprofessionalismtime managementempathyorganizational skillscustomer experience improvementoperational process insightsadaptabilitystress management
