Job Description

The Ecommerce Specialist is responsible for delivering exceptional customer experiences across multiple channels, including phone, live chat, and email, while working across various internal systems.

 Salary Range: 30,000-40,000
Shift Time: [AU Shift] Mon-Thurs: 7:00 AM - 3:30 PM | Fri: 07:00 AM to 3:00 PM

Job Responsibilities

• Respond to customer enquiries via phone, email, and live chat in a timely and professional manner

• Assist customers with orders, product enquiries, returns, and general support

• Troubleshoot and resolve customer concerns, including shipping and transit-related issues

• Navigate multiple systems simultaneously to access and update customer information

• Work collaboratively with internal teams to resolve escalations and improve service outcomes

• Maintain accurate records of customer interactions

• Returns processing with accurate data entry, comprehension and record keeping

Skills & Qualifications

• Proven experience in a customer service role (e-commerce or retail highly regarded)

• Experience handling shipping or transit-related enquiries is strongly preferred

• Excellent written and verbal communication skills

• Strong listening skills with the ability to follow direction and feedback

• Comfortable working across multiple systems in a fast-paced environment

• A team player with a positive, solutions-focused attitude

• Ability to handle both upset and happy customers with empathy and professionalism

• Demonstrates initiative, problem-solving ability, and respect for processes and chain of command

• Experience in fashion, women's, or children's apparel is preferred

• Familiarity with international customers (AU/US/EU markets) is a plus

Benefits:
HMO Coverage — Eligible employees receive HMO coverage with free 1 dependent.
Leave Benefits — Employees receive 15 annual leave credits consisting of 10 vacation leaves and 5 sick leaves, plus other applicable leave benefits.
Mandatory Benefits — Employees receive SSS, PhilHealth, Pag-IBIG, tax compliance where applicable, and 13th month pay.
Additional Leave Support — Eligible employees may also avail of calamity, maternity, paternity, bereavement, solo parent, and Magna Carta leave.
Fair Pay and Breaks — We provide overtime, holiday, night differential, and premium pay.
Team Activities and Wellness — We encourage wellness through company participation in events like fun runs and provide access to partner discounts from selected hotels, restaurants, and more.
Training and Travel Opportunities — Some employees may receive client training and possible overseas travel, depending on role and business need.

Our Location: Unit 1E, Philexcel Annex, Clark Freeport, Pampanga

Who we are:
Guerilla Staffing Solutions is a family-owned company with teams in Australia and the Philippines. We build long-term careers in a respectful, supportive, and inclusive workplace.