Customer Service & Order Management Executive

Addiction Pet Foods


Date: 7 hours ago
City: Pasig City
Contract type: Full time
Remote
Customer Service & Order Management Executive (Weekend & Holiday Support)

Key Responsibilities

Customer Service:

  • Respond to customer inquiries via email, live chat, and social media.
  • Provide answers to questions to resolve order issues, provide product recommendations, and answer FAQs using brand SOPs.
  • Escalate complex or sensitive issues to weekday team leads with proper documentation.
  • Ensure professional, brand-aligned tone in all communications.
  • Coverage across markets, brands, and platforms.

Order Management Support

  • Monitor and process weekend orders across platforms (Shopify, Shopee, Lazada, Amazon).
  • Liaise remotely with warehouse or fulfillment teams to ensure timely dispatch.
  • Update backend systems with tracking details and status changes.
  • Investigate and resolve common issues such as stock-outs, payment failures, or incorrect addresses.
  • Coverage across markets, brands, and platforms.

Weekend Operations Coverage

  • Serve as the main point of contact for all weekend customer and order related matters.
  • Handle urgent delivery problems or complaints that cannot wait until Monday.
  • Communicate with internal stakeholders if needed for escalations.

Reporting & Handover

  • Log all customer interactions and order issues accurately.
  • Prepare an end-of-day and end-of-weekend report for weekday handover.

Requirements

  • Prior experience in customer service or e-commerce order management preferred.
  • Strong written communication skills in English (Mandarin or other languages a plus).
  • Familiarity with tools like Shopify, Shopee, Lazada, Amazon Seller Central is a plus.
  • Ability to work independently in a remote setup and solve problems in real-time.
  • Responsible, reliable, and detail-oriented.
  • can work during holidays and weekend (RD will be during weekdays.

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