Job description
Join FNT Clothing Corp., a dynamic fashion retailer, as an E-Commerce Customer Support Specialist in Manila City. You will manage and resolve e-commerce claims, disputes, and chargebacks across multiple platforms, ensuring fast, accurate resolutions that protect both the customer and the business. This role provides a clear path to growth within a customer service career and the opportunity to collaborate with payments, operations, and logistics teams to deliver exceptional shopping experiences.
As part of our team, you will respond promptly to inquiries via email, chat, and phone, investigate disputes, and process refunds and chargebacks in line with company policy and applicable regulations. You will document outcomes in our CRM, monitor case SLAs, and identify trends to support process improvements that reduce future issues and restore customer trust. You will also collaborate with cross-functional teams across marketplaces and web stores to ensure a seamless resolution lifecycle, while upholding data privacy and fraud prevention best practices.
We offer a collaborative work environment, competitive compensation, and a chance to be part of a brand that values customer obsession and operational excellence. If you are detail-oriented, communicative, and enjoy solving problems in a fast-paced e-commerce setting, we would love to hear from you.
Responsibility
- Respond to customer inquiries via email, chat, and phone across multiple e-commerce platforms (e.g., marketplace and direct store channels).
- Identify, investigate, and resolve claims, disputes, and chargebacks in a timely and compliant manner.
- Document outcomes and case details accurately in the CRM; maintain thorough case records for audit and training.
- Coordinate with payments, operations, and logistics teams to facilitate refunds, replacements, and policy compliance.
- Monitor service level agreements (SLAs) and prioritize cases to meet customer satisfaction targets.
- Analyze recurring issues to contribute to knowledge base improvements and process enhancements.
- Uphold data privacy standards and apply fraud prevention practices in every interaction.
- Provide thoughtful, customer-centric solutions that protect both the customer and the company.
Qualification
- 2+ years of experience in e-commerce or customer support, preferably handling claims and disputes.
- Strong written and verbal English communication skills; proficiency in additional languages is a plus.
- Experience with customer relationship management (CRM) tools and ticketing systems (e.g., Zendesk, Freshdesk).
- Ability to analyze problems, think critically, and provide clear, actionable resolutions.
- Detail-oriented with excellent organizational and multitasking abilities.
- Knowledge of payment platforms, refunds, and chargeback processes; familiarity with fraud prevention helpful.
- Adaptable to a fast-paced environment and capable of working with cross-functional teams.
- High school diploma or equivalent; bachelor's degree preferred.