Customer Service Representative, E-commerce

SupportNinja

. Respond to customer inquiries via email and inbound phone .

Posted 10/27/2026part-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, cancellations, and customer retention strategies. Proficient in effective communication and upselling techniques to enhance customer satisfaction and loyalty.

Highest-signal resume keywords

E-Commerce Customer Support ExperienceStrong Communication SkillsCustomer Retention MindsetOrder Management FamiliarityExperience with Intercom

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Order ManagementCancellationsRefundsExchangesProduct RecommendationsUpselling OpportunitiesE-Commerce Platforms

Soft Skills

EmpathyPatienceProactivityTrust-BuildingAdaptability

Tools & Technologies

IntercomShopify

Industry Keywords

Customer Service PoliciesInbound Voice ExperienceHealth-Related E-CommerceBeauty and Wellness SupportUS-Based Consumer Brands

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 with a focus 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

Excellent spoken English with clear pronunciation, strong communication skills, and ability to support US-based customers over the 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
Ability to identify upselling opportunities and provide product recommendations
Customer retention mindset
Strong customer service skills, including empathy, patience, proactivity, and trust-building
Adaptability to developing workflows and processes
Must be open to night shift
Preferred: Previous experience using Intercom
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

Benefits

Comp & perks

Part-time schedule of 25 hours per week
Remote work setup
BYOD (Bring Your Own Device) arrangement
Opportunity for growth
Equal Employment Opportunity employer