Customer Engagement Agent – Ecommerce (Remote)

About the role

The Customer Engagement Agent will handle online inquiries via chat, email and case management for an e‑commerce client. This home‑based position supports customers throughout the Philippines, ensuring timely and accurate resolutions.

Key responsibilities

• Respond to customer inquiries through chat, email and case platforms.
• Provide problem resolution, own each interaction until closure, and aim for first‑contact resolution.
• Recommend products based on knowledge of the client’s catalog and pricing policies.
• Document interactions, use templates and scripts, and escalate complex cases to the Helpdesk.
• Process orders and return authorizations following established guidelines.
• Maintain awareness of e‑commerce promotions and pricing structures.

Required profile

• Minimum 4 years of e‑commerce customer service experience.
• Proficiency with Shopify, Amazon or Salesforce platforms.
• Excellent verbal and written English communication skills.
• Strong computer skills with Windows, Microsoft Office, VPN and multi‑factor authentication tools.
• Ability to multitask, pay strict attention to detail and work independently from home.

Required skills

• Shopify
• Amazon
• Salesforce
• Windows
• Microsoft Office
• VPN
• Troubleshooting

What we offer

• Competitive salary
• Opportunities for growth and development
• Work‑life balance with a night‑shift schedule
• Fun, supportive environment as part of a 1,000‑plus professional team