Customer Service Representative, Manila

I-Jin International Inc. is a fast-growing distributor and operator of multiple Korean beauty and lifestyle brands across e-commerce and offline retail channels in the Philippines. This role works directly with brand marketing, e-commerce, and digital campaigns that reach thousands of customers daily.

Salary: 18,000 20,000 per month

Key Responsibility:

Customer Interaction & Issue Resolution:

1. Respond to customer inquiries via chat, email, and phone in a professional and timely manner
2. Resolve product, order, or shipping issues while maintaining a high level of customer satisfaction
3. Record and document all customer interactions accurately

Order & Fulfillment Coordination

1. Assist in processing and tracking customer orders, refunds or returns
2. Coordinate with warehouse and logistics teams to resolve concerns or delays

E-Commerce Platforms support:

1. Monitor customer service messages and reviews across Shopee, Lazada, Tiktok and Commalax.ph
2. Ensure quick response turnaround within agreed platforms SLAs (Service Level Agreements)

Reporting & Collaboration:

1. Provide weekly updates on customer concerns and highlight recurring issues
2. Support marketing and operations teams with customer insights and data when needed

Qualifications

1. At least Senior High School or College level/graduate (Business, Communications, or related field is an advantage)
2. With at least 1 year experience in customer service, preferably in e-commerce or retail
3. Strong communication skills (written and verbal)
4. Experience handling customers via chat, email, and phone
5. Familiarity with e-commerce platforms such as Shopee, Lazada, and TikTok is a plus
6. Good problem-solving skills with the ability to handle complaints professionally
7. Detail-oriented and capable of accurate documentation and reporting
8. Ability to work under pressure and meet response time SLAs
9. Proficient in basic computer applications (MS Excel, Google Sheets, email tools)
10. Willing to work on-site and on shifting schedules, if required
11. Experience in order fulfillment, logistics, or inventory coordination is an advantage
12. Knowledge in returns, refunds, and dispute handling
13. With a strong sense of urgency and accountability