Customer Service Representative (Retail/eCommerce) | Onsite

About the Client

This client is a tech-led logistics and fulfilment innovator that is revolutionising traditional 3PL and returns management for online and physical retailers. By leveraging advanced robotics, AI-driven software, and strategic urban facilities, they deliver fast same-day dispatch and intelligent end-to-end solutions that elevate the retail experience.

What You'll Do

Client Engagement & Experience: Act as the face of our brand across Email, Slack, and HubSpot. Deliver friendly, timely, and solutions-oriented support while proactively keeping clients updated on open requests. Ticket & SLA Management: Daily review, triage, and resolution of support tickets in HubSpot and JIRA. Track SLAs (response and resolution times) and escalate potential breaches to protect the customer experience. Order, Inventory & Fulfilment Troubleshooting: Investigate order statuses, stock variances, carrier tracking, and dispatch exceptions using our Order Management System (OMS). Partner closely with warehouse and transport teams to fix fulfillment errors. Cross-Departmental Collaboration: Coordinate with Operations, Tech, and Finance to solve multi-faceted issues (e.g., billing, integrations, technical bugs). Document clear bug reports in JIRA with steps to reproduce. Knowledge Sharing & Continuous Improvement: Keep support templates, FAQs, and internal user guides up to date. Identify opportunities to streamline workflows, reduce repetitive tasks, and eliminate recurring issues. Reporting & Client Onboarding: Create daily transaction summaries and custom supply chain reports. Onboard and train client teams on our self-service visibility dashboards. What We're Looking For4–5 years of leadership or team management experience, ideally within a customer support or operations environment. Outstanding written communication that is clear, concise, professional, and customer-first. Direct experience with ticketing and tracking platforms like HubSpot Service Hub, JIRA, Slack, Trello, or Asana. Strong understanding of online retail order flows, warehouse picking/packing, shipping tracking, and returns/reverse logistics. Analytical and detail-driven approach to tracking down operational glitches or inventory discrepancies. Methodical, calm, and highly organized in a dynamic, high-volume environment. Work Arrangement

Onsite| Monday to Friday | 6:00 am to 3:00 pm PHTPerks &

Benefits

• Day 1 HMO & Protection: Prioritize your peace of mind! Secure your health with HMO coverage right on day one, plus full life and accident insurance
• Go Global: Build your portfolio with international accounts and continuous upskilling to fast-track your career

Workplace Perks & Great Culture: Work out of a sleek Ortigas hub, snag flexible work options, and enjoy a vibrant team culture packed with regular events, and dedicated HR support every step of the way.