Customer Service Representative - 20911

Role: Customer Service Representative
Priority Location: Philippines
Working Hours: Monday-Friday, 20-25hrs/week with overlap in US business hours
Target Start Date: ASAP (Urgent Hiring)

The final offer is at the client’s discretion and will depend on the candidate’s interview result, skills, and experience.

About the Company:

The client is a distinctive apparel brand offering limited-run clothing, footwear, accessories, and other products through an online storefront. The brand's product assortment includes tees, hoodies, outerwear, bottoms, headwear, accessories, and other specialty pieces, with many items selling out quickly.

About the Role:

We are looking for a reliable, professional Customer Service Representative to provide a high level of support to customers while also assisting with day-to-day administrative and operational tasks. 

This is a fully chat and email-based position and is a great opportunity for someone who is organized, responsive, detail-oriented, and genuinely excited to support an e-commerce brand. 

Key Responsibilities:

Customer Support

• Respond to approximately 5–15 customer emails per day in a timely, professional, and helpful manner
• Answer questions about products, availability, upcoming releases, and restocks
• Respond to customers asking when sold-out products may become available again and direct them to the newsletter for future updates
• Assist customers with order-related questions, including order status and shipping updates
• Help customers update information such as billing or shipping details when appropriate
• Handle customer requests with patience, professionalism, and attention to detail
• Escalate issues when a request falls outside established policies or procedures

Order & Drop-Day Support

• Provide responsive support during product drops and periods of increased customer activity
• Help customers make eligible order changes within the 60-minute modification window
• Quickly review customer requests and determine the appropriate action
• Coordinate with the internal team when an issue requires additional assistance
• Maintain accuracy when handling time-sensitive order requests

Administrative & Operational Support

• Assist with various administrative tasks that support day-to-day operations
• Keep customer information and internal records organized and accurate
• Help document recurring customer questions and issues
• Identify opportunities to improve customer communication and operational processes
• Take on additional administrative or operational responsibilities as needed

Qualifications & Skills:

• 2+ years of experience in an administrative, operations, customer service, or office support role
• Previous experience in e-commerce, customer service, order management, retail, administrative support, or a similar environment is highly desirable
• Professional, friendly, and customer-focused communication style
• Highly reliable and responsive
• Strong attention to detail
• Organized and able to manage multiple requests without losing track of details
• Strong written English and communication skills
• Comfortable learning new systems, tools, and processes quickly
• Willingness to take ownership rather than simply wait for instructions
• Excited to build a long-term relationship and become a dependable part of the team