Customer Service Representative, E-commerce

SupportNinja

. Respond to customer inquiries via email and inbound phone .

Posted 10/22/2026full-timeRemote • PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service capabilities with a focus on e-commerce support, including order management, refunds, and upselling. Proficient in clear communication and adaptability to evolving workflows in a night shift environment.

Highest-signal resume keywords

E-Commerce Customer Support ExperienceExcellent Spoken EnglishOrder Management FamiliarityIntercom ExperienceUpselling Ability

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Order ManagementRefund HandlingExchange ProcessingProduct RecommendationsUpselling Techniques

Soft Skills

Strong Communication SkillsEmpathyPatienceProactivityTrust-Building

Tools & Technologies

IntercomShopify

Industry Keywords

Customer RetentionHealth-Related E-CommerceBeauty ProductsWellness ProductsHair Care Products

About the role

Key responsibilities & impact

Respond to customer inquiries via email and inbound phone
Assist customers with order cancellations and order placement
Answer product questions and provide recommendations
Identify appropriate upsell opportunities during customer interactions
Handle refund, return, and exchange requests while focusing on customer retention
Follow established customer service policies and workflows
Escalate issues requiring client approval or policy exceptions
Adapt to new processes and workflows as the client develops its support operation

Requirements

What you’ll need

Must be open to night shift
Excellent spoken English with clear pronunciation, strong communication skills, and ability to support US-based customers by phone
Excellent written English with strong grammar, comprehension, and professional email communication skills
E-commerce customer support experience
Familiarity with order management, cancellations, refunds, exchanges, and product inquiries
Inbound voice experience handling customer calls, including difficult conversations and time-sensitive requests
Ability to identify upselling opportunities and provide product recommendations
Ability to turn potential refunds into exchanges or retained orders
Strong customer service skills, including empathy, patience, proactivity, and trust-building
Adaptability to developing operations and evolving workflows
Previous experience using Intercom for customer support (preferred)
Familiarity with Intercom Fin or AI-assisted customer service workflows (preferred)
Experience supporting beauty, wellness, hair care, supplements, or other health-related e-commerce brands (preferred)
Experience with Shopify or similar e-commerce platforms (preferred)
Previous experience in customer retention, product recommendations, or upselling (preferred)
Experience supporting US-based consumer brands (preferred)

Benefits

Comp & perks

Work from home / remote work setup
BYOD (bring your own device)
Equal Employment Opportunity employer
Opportunity for growth and development