Customer Service Specialist (Hybrid Set-up)

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• GROUP – Where Talent Meets Opportunity! Why Join enables
• GROUP?Since 2016, enables

GROUP has been on a mission: to deliver high-quality operations and outsourcing services to every client, big or small. Fast forward to 2026, we’ve grown our global footprint to serve 100+ clients and expanded into 4 key industries. At enables

Group, you’re not just joining a company – you’re joining a community that values growth, learning, and success. Check us out at www.enablesgroup.com. At enables

GROUP, you’re not just joining a company – you’re joining a community that values growth, learning, and success. We have market leading engagement scores and invest heavily in your Learning and Development, with a specific focus on enhancing your ability to leverage AI in your daily tasks. Our Perks & Benefits include: Comprehensive health and life insurance starting Day 1, covering 2 eligible dependents.A total of 19 leave credits. Endless opportunities for career advancement with annual performance reviews and salary increases. Company-provided laptop to set you up for success. Convenient office location in Pasig, at the heart of Manila, accessible to all. Loyalty rewards: Employees celebrating 5 years could receive a profit-sharing scheme. In-house learning & development programs with access to the latest in AI and technology. Job Title: Customer Service Specialist

Location: Ortigas, Pasig, PHWork Schedule: Shifting Work Schedule (Hybrid | 3x Onsite, 2x WFH)JOB DETAILSWe are seeking a compassionate and customer-focused Customer Service Specialist. Customer Experience (CX) Support will support the CX team with responding to customer enquiries in a timely and professional manner. This role will assist with customer communication and ensure that our customers are provided with a best-in-class online shopping experience. This role is vital to ensuring exceptional customer satisfaction and upholding the values of our fitness-driven community. If you’re passionate about helping others and thrive in a dynamic environment, we’d love to have you on our team. Key Responsibilities: Responding to all customer inquiries via Gorgias, including but not limited to emails, live chat and social media channels in a timely and professional manner. Inquiries will be related to products, orders, shipping, returns, and general support. Identifying opportunities to recommend additional products or services that enhance customer experience and drive sales through meaningful value-based conversations. Understanding and effectively communicating product features, benefits, and policies to customers. Continuously improving knowledge of products, services, and industry trends to better assist customers. Collaborating with other team members to resolve complex customer issues and escalations. Maintaining a positive and empathetic attitude toward customers while working to resolve their issues. Adhering to established performance metrics and goals related to response time, resolution rate, customer satisfaction, and more. Adapting quickly to changes in procedures, technology, and customer needs. Participating in regular team meetings and training sessions. Process orders, returns, and exchanges efficiently to maintain a seamless shopping experience. Maintain detailed records of customer interactions and transactions in the CRM system. Stay updated on product offerings, promotions, and policies to provide accurate assistance. Collaborate with internal teams to address customer concerns and enhance service quality. Identify and report customer trends, contributing to service and product improvements. Ensure all customer communications is on brand, using the MSCR tone of voice and follow brand guidelines. Represent the brand with professionalism, empathy, and a positive attitude in all interactions. Qualifications: Prior customer service experience, ideally in e-commerce or retail. Strong verbal and written communication skills with a natural ability to empathize. Mandatory 1-2 years’ experience using Shopify and Gorgias Problem-solving mindset with a calm and diplomatic approach to challenges. Proficiency in CRM tools, Microsoft Office, and general computer skills. Ability to multitask, prioritize, and thrive in a fast-paced environment. Keen attention to detail for accurate order and data management.