E-Commerce Customer Service Representative (CSR)

Company Description

MUCH PROSPERITY TRADING INTERNATIONAL, INC. (MPTII) is one of the best suppliers and distributors of value-for-money household products in the Philippines. It all began in 1958 as a sole proprietorship type of family business in Binondo, Manila.
Now, more than five decades and three generations later, Much Prosperity Trading expanded as a corporation under the name, “Much Prosperity Trading International, Inc.” on January 25, 2010. With over 50 years in the industry, MPTII is on its way on becoming the best of the best - with products at par with global standards, more professionalized systems, and empowered people.
Our House Brand Omega is MPTII's House Brand. Our long tradition, experience, and passion for innovation drive us to develop new products for the Filipino market. Our products have been carefully developed through a product development system and well-packaged to suit the dynamic needs of Filipino families.

Job Description

Job Summary

The E-Commerce Customer Service Representative (CSR) is responsible for handling customer inquiries, complaints, and disputes across Lazada, Shopee, and TikTok platforms. This role ensures timely and accurate responses to customer concerns, proper filing and monitoring of disputes and claims, and close coordination with internal teams to maintain high store ratings and platform compliance.

Key Responsibilities

• Customer Support
• Respond to customer inquiries via chat and platform messaging tools in a timely and professional manner.
• Handle concerns related to orders, deliveries, product issues, refunds, and returns.
• Ensure compliance with platform response time and customer service SLAs.
• Dispute & Claims Handling
• File disputes and claims accurately on Lazada, Shopee, and TikTok Seller Centers.
• Prepare, upload, and manage supporting documents and evidence (e.g., packing videos, photos, system logs).
• Monitor dispute status and follow up until resolution.
• Coordinate with Fulfillment, IT, and Operations teams for investigation and evidence gathering.
• After-Sales & Store Rating Management
• Help reduce Returns & Refunds (R&R) by resolving concerns proactively.
• Monitor customer feedback, ratings, and reviews.
• Escalate recurring issues or high-risk cases to supervisors.
• Reporting & Coordination
• Maintain records of customer concerns, disputes, and resolutions.
• Provide daily or weekly updates on dispute volume, approval rates, and common issues.
• Support continuous improvement initiatives for customer experience and dispute handling.

Qualifications

At least 1 year experience in e-commerce customer service or online seller support (Lazada, Shopee, TikTok experience is an advantage).
Familiar with Seller Center tools, dispute filing, and chat support workflows.
Good written communication skills in English and Filipino.
Detail-oriented and organized, especially in documentation and evidence handling.
Able to work under pressure and meet response time targets.

Skills and Competencies

• Strong customer service and problem-solving skills
• Basic understanding of e-commerce operations and fulfillment flow
• Ability to coordinate with cross-functional teams
• Patient, professional, and solution-oriented mindset