Customer Service Representative - Rostering (Hybrid)

About the role

The Online Customer Service Coordinator ensures a positive digital experience for our clients, resolving issues quickly and turning interactions into loyal advocacy. This hybrid position blends onsite collaboration with remote work to support our retail operations across the Philippines.

Key responsibilities

• Handle inbound customer and store enquiries via phone and multiple portals.
• Assist the Marketing team with social‑media queries on Facebook and Twitter.
• Manage order processes, including cancellations, refunds, replacements and return‑to‑sender coordination.
• Perform administrative tasks such as Outlook communications, shipment notifications, MP3 and Beta Code emails.
• Coordinate with Return Authorities and Solvup for returns handling.

Required profile

• Passion for customer service and strong written and verbal communication.
• Ability to work both independently and as part of a team.
• Minimum 12 months experience in a call‑centre environment.
• Familiarity with Microsoft Office suite.
• Knowledge of PCI‑DSS, privacy regulations and ACL requirements.

Required skills

• Microsoft Office
• PCI‑DSS compliance
• Privacy regulations
• Access Control List (ACL) management

What we offer

• Hybrid work arrangement (2 days onsite, 3 days remote).
• Medical, dental and life insurance from day 1.
• Paid vacation, sick leave and 13th‑month pay.
• Competitive salary with annual appraisal.
• Complimentary sleeping quarters, coffee, fitness and wellness facilities.
• Regular company events, work‑life balance and career growth opportunities.