Customer Experience Specialist for Cebu

CUSTOMER EXPERIENCE SPECIALIST

Employment Type : Full Time

Schedule : Night Shift

Cebu / Baybay Site : Full Onsite

JOB DESCRIPTION :

Provides an excellent online shopping experience to all customers across all marketplaces by resolving issues through timely responses to customer emails, inbound and outbound calls, voicemails, and live chat. He / she will also perform special projects designated by the Team Manager.

RESPONSIBILITIES :

Provides customer service for Amazon 2P and 3P accounts and monitors their performance on Amazon.

Represents the brands to which he / she is assigned and familiarizes themselves with each brand’s online selling policies.

Ensures that assigned brands achieve excellent performance ratings on Amazon and other marketplaces.

Addresses customer queries related to orders processed through Amazon, the company's website, and physical stores by coordinating primarily with the Supplier Management group, as well as the Listings, Inventory, Pricing, and Warehouse Teams.

Provides customers with shipment status updates.

Confirms, cancels, and processes refunds for orders as needed.

Sends out notifications for order delays.

Coordinates with shipping carriers to investigate lost packages and defective product claims.

Builds customer trust and earns positive feedback.

Updates internal tools, such as spreadsheets.

Helps maintain excellent metrics on Amazon and other marketplaces.

Handles special projects assigned by the Manager.

Supports the Customer Service Manager and acts as the point of contact in the absence of the Manager or when needed.

ESSENTIAL REQUIREMENTS :

Can work on night shift.

Willing to work on weekends with a rotational schedule

Confident in speaking American English and good at writing emails

Ability to multitask

Good computer skills and knows how to navigate the internet

Good Attendance record in previous employment

Great contributor even on matters outside his / her scope

Detail-oriented and highly organized