Customer Service Lead

Job not on LinkedIn

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Manila Recruitment

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2010

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Manila Recruitment is a leading recruitment agency based in the Philippines, specializing in innovative talent sourcing and headhunting services. The agency provides a wide range of recruitment solutions including executive search, IT recruitment, offshore staffing solutions, remote staffing, and more. With a focus on understanding clients' strategic business objectives, Manila Recruitment offers tailored recruitment strategies for multinationals, corporations, and start-ups entering the Filipino market. The firm prides itself on a process-driven approach, offering comprehensive candidate guarantees and a database of over 250,000 candidates. Certified headhunters at Manila Recruitment are dedicated to passive candidate sourcing, ensuring quality hires that align with company culture and requirements.

📋 Description

• Respond to customer inquiries via email, phone, and voicemail • Investigate late, delayed, lost, missed, or misrouted shipments and file claims with shipping providers • Arrange replacements and reshipments and keep customers informed • Manage return requests, return labels, received items, refunds, exchanges, partial refunds, and store credits • Provide product and order information using internal documentation • Forward bulk-order inquiries to relevant colleagues • Document phone interactions in order management or ticketing systems • Follow internal processes for efficient order packaging and shipping • Maintain daily warehouse billing documentation • Audit warehouse compensation and credited billing invoices, identify discrepancies, and file disputes • Track shipments and proactively communicate order status, delays, and shipping issues • Maintain accurate customer records and regularly updated shipping, order-processing, and support records • Follow company policies and protocols while maintaining confidentiality and professionalism • Identify process improvements to enhance customer satisfaction and operational efficiency • Collaborate with team members and management • Participate in regular 1v1 check-ins for feedback and improvement • Deliver accurate and timely resolution of customer issues and detailed discrepancy reports • Meet response-time, resolution-rate, shipping-audit, order-processing, and billing-discrepancy performance metrics

🎯 Requirements

• Minimum of 3–5 years of experience in Direct-to-Customer (DTC) customer service within e-commerce, logistics, or shipment operations, or 5–10 years of overall experience in Customer Service • Experience with tools such as Gorgias, Shopify, Extensiv, AfterShip, and ShipStation • Strong organizational skills and attention to detail • Ability to handle a high volume of customer inquiries and order-related tasks • Proficient in email communication, messaging tools (Slack, Telegram), and order management systems (Shopify) • Familiarity with shipping processes and platforms (FedEx, UPS, LTL carriers) • Experience with customer service and returns management • Knowledge of order processing, including returns, reshipments, and replacements • Ability to manage multiple tasks simultaneously and prioritize effectively • Clear, professional, and empathetic communication with customers • Proactive in following up and resolving customer issues • Strong problem-solving skills with the ability to think on your feet • Ability to work independently and as part of a team • Strong interpersonal skills and a customer-first mindset • Adaptability to shifting priorities and urgent customer needs • Dependable, with a strong sense of accountability and time management • Reliable desktop or laptop; suggested processor and memory specifications • Extra monitor preferred but not required • Noise-cancelling headset • External webcam • Primary internet connection of at least 100 Mbps and secondary backup connection • Portable power source or generator