E-commerce Customer Service Representative

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Sourcefit

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📣 Marketing

📦 Logistics

🏥 Healthcare

Marketing • Logistics • Healthcare

Sourcefit is a leading business process outsourcing company with headquarters in the Philippines and offices in the Dominican Republic, Armenia, Madagascar, and South Africa. Founded in 2009, Sourcefit specializes in providing custom offshore and nearshore staffing solutions across various industries including IT, Finance, Healthcare, Retail, and more. They focus on offering efficient and cost-effective BPO services such as telesales, customer support, content moderation, IT support, web development, and more. Sourcefit is committed to building long-term value for organizations through customized, efficient, and integrated offshore staffing solutions.

📋 Description

• Provide timely, professional, customer-focused support primarily through email and occasional outbound calls • Confirm delivery schedules, addresses, and customer readiness before delivery • Inform customers about order and delivery status • Coordinate with shipping providers regarding delayed, abnormal, or unsuccessful deliveries • Keep customers updated on delivery issues, timelines, and resolution steps • Respond to basic installation and product troubleshooting questions • Escalate complex concerns to management • Contact customers who leave negative reviews and help identify resolutions • Conduct pre-sale and post-sale calls when required • Proactively check customer satisfaction with purchases and delivery experiences • Support customers across Amazon, Shopify, Wayfair, and other e-commerce channels • Follow training materials, standard operating procedures, and escalation guidelines • Handle complaints and dissatisfied customers professionally and empathetically

🎯 Requirements

• At least 3 years of customer service experience, including at least 1 year supporting e-commerce, online retail, order management, or delivery-related accounts • Excellent written and spoken English communication skills • Experience communicating with US-based customers preferred • Strong customer-service, interpersonal, and relationship-management skills • Comfortable providing support primarily through email and occasional outbound calls • Experience handling order inquiries, delivery concerns, shipping delays, complaints, or post-sale support • Familiarity with Amazon, Shopify, Wayfair, or similar e-commerce platforms preferred • Experience coordinating with couriers, shipping providers, carriers, or logistics teams is an advantage • Strong problem-solving and conflict-resolution skills • Ability to remain calm, professional, and empathetic when handling complaints, delayed deliveries, or negative reviews • Strong attention to detail for customer information, delivery addresses, schedules, and order details • Strong organizational, communication, and follow-up skills • Ability to provide clear, accurate, and timely customer updates • Ability to identify when to resolve concerns independently and when to escalate them • Willingness and ability to work during US Pacific Standard Time hours • Willingness to learn the company’s products, processes, systems, training materials, and standard operating procedures

🏖️ Benefits

• Work from home • Training provided • Standard operating procedures and training materials provided • Schedule: Monday to Friday, 8 AM to 5 PM Pacific Standard Time • Holidays following US Holidays