[Hiring] Customer Service Lead @Manila Recruitment

Role Description

The Customer Service Lead is responsible for managing customer inquiries and resolving issues related to orders, shipping, returns, refunds, and product information through email and phone support. The role coordinates with shipping providers and warehouse teams to:

• Investigate delayed or lost shipments
• Arrange replacements and reshipments
• Process returns and refunds
• Ensure accurate order processing and documentation

Responsibilities also include auditing warehouse billing and compensation invoices, identifying discrepancies, filing disputes, maintaining accurate customer records, and providing timely updates on open cases. The role is expected to maintain professional customer relationships, follow company policies, collaborate with internal teams, identify process improvements, and participate in regular performance check-ins to enhance customer satisfaction and operational efficiency.

Qualifications

• 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

Requirements

• 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

Benefits

• Work from home
• Flexible schedule: Monday to Friday, with preferred hours of 8:00 AM–4:00 PM EST, but earlier starts (as early as 4:00 AM EST) are also permitted

Technical & Equipment Requirements

To ensure continuous operations and dependable support even during unexpected disruptions, the CS VA must have the following in place:

• A reliable desktop or laptop used for daily tasks with suggested specs:
  • Processor: AMD Ryzen 5 3rd Generation or higher / Intel Core i5 to i9 (10th Gen or newer)
  • RAM: At least 16GB
  • SSD storage preferred
• Extra monitor (21”-24” or wider – not required but preferred)
• Noise-cancelling headset to ensure a quality call experience during meetings and for outbound calls as needed
• External webcam for clear video during team meetings or customer-facing interactions
• Primary internet connection with a minimum speed of 100 Mbps, and a secondary backup connection using a modem or pocket Wi-Fi to ensure uninterrupted work in case of internet disruptions
• Portable power source or generator to maintain operations during power outages