E-Commerce Customer Service Representative (Beauty Products) 2

Position: E-Commerce Customer Service Representative (CSR)

Salary: PHP 50,000 – PHP 55,000 per month (depending on experience and skills)

Working Hours & Conditions: Mondays to Fridays; 9:00 AM to 6:00 PM AEST

Holidays: TBD

OVERVIEW:

We are looking for a passionate and customer-focused E-Commerce Customer Service Representative to join our growing team. This role works closely with our Customer Service team based at our Head Office in Melbourne, supporting the day-to-day customer experience for our online beauty and skincare brand. The ideal candidate has a genuine love for beauty products, strong digital customer service experience, and the ability to deliver personalised, expert support that reflects our brand values.

RESPONSIBILITIES:

• Respond to customer enquiries promptly and professionally via Gorgias across email, chat, and other integrated channels
• Provide expert product advice and personalised recommendations based on customer needs, skin type, and product knowledge
• Manage order-related concerns including tracking, delays, cancellations, returns, refunds, and replacements
• Coordinate with the Melbourne-based Customer Service agent and wider team to ensure consistent and aligned customer experiences
• Identify and escalate recurring customer concerns, complaints, or emerging trends to the relevant team members
• Maintain accurate customer interaction records within Gorgias and Shopify
• Support the team during promotional periods and campaign launches with timely and high-quality responses
• Stay up to date with product launches, ingredients, and brand messaging to ensure accurate and on-brand communication

Requirements

Essential:

• At least 2 years of experience in a customer service role within the FMCG or beauty products industry
• Genuine familiarity with skincare and/or beauty products, including the ability to confidently discuss ingredients, routines, and product suitability
• Hands-on experience with Shopify for order management and customer lookups
• Experience using Gorgias or a similar helpdesk platform (e.g., Zendesk, Freshdesk, Re:amaze)
• Strong written English communication skills with a warm, on-brand tone
• Ability to work independently while collaborating effectively with a remote team across time zones
• Customer-first mindset with a high level of empathy, professionalism, and attention to detail

Desirable:

• Experience supporting an Australian or international D2C beauty or skincare brand
• Familiarity with Australian consumer expectations and online shopping behaviour
• Experience working with or alongside an offshore/onshore hybrid customer service team
• Knowledge of beauty and skincare trends relevant to the Australian market