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E-commerce Lead CSR 21245
Job Location:
Job Location:
Manila - Philippines
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
30 September 2026 (19 hours ago)
Posted:
Application Deadline:
28 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
E-commerce Lead CSR
Work Hours: Monday to Friday 9:00 AM 5:00 PM EST
Pay Range: $1000 - $1200/mo (varies based on skill set and experience level)
Location of Search: Philippines
Work Location: Remote
Key Responsibilities
- Serve as a primary resource for CSRs by providing guidance on customer order return refund shipping and marketplace issues.
- Assist with escalated and complex customer concerns and determine appropriate resolutions.
- Monitor team workflows and help ensure queues assigned cases and follow-up work remain current.
- Assist with training and onboarding new team members.
- Coach and support CSRs on processes documentation communication and marketplace requirements.
- Review and identify issues that may require additional attention or management escalation.
- Help ensure customer service and marketplace SLAs are consistently met.
- Work collaboratively with other departments to resolve issues.
- Identify recurring issues and recommend process improvements.
- Support workload balance and team coverage when needed.
- Lead by example through professionalism accountability productivity and excellent customer service.
Required Qualifications
- 3 years of customer service experience preferably in e-commerce retail or marketplace operations.
- Previous leadership mentoring training or senior-level CSR experience preferred.
- Experience working with major marketplaces such as Amazon eBay Walmart or Best Buy preferred.
- Strong knowledge of customer service returns refunds shipping disputes and escalations.
- Excellent written and verbal communication skills.
- Strong problem-solving organizational and decision-making abilities.
- Ability to manage multiple priorities in a fast-paced high-volume environment.
- Strong computer skills and ability to learn new systems quickly.
- Must demonstrate reliable attendance punctuality and consistent follow-through.
Ideal Candidate
The ideal candidate has strong leadership qualities is a dependable and experienced customer service professional who takes ownership of problems communicates effectively supports their peers and can work independently. They should be confident making decisions within established guidelines while knowing when an issue requires management involvement.The Lead CSR is expected to be a confident trusted resource for both the Customer Service team and management and to consistently demonstrate strong judgment and accountability.
