Customer Service Operation Support Specialist

Overview

Handle specialist customer cases and operational activities beyond frontline customer service, progressing assigned work through resolution or accepted handover.

What you'll do

• Investigate chargebacks and payment disputes and prepare evidence-based submissions.
• Process reshipments, delivery issues, escalations, refunds and payment exceptions.
• Manage queues, priorities, case records and outstanding follow-ups.
• Apply approved resolutions within delegated authority and escalate exceptions.
• Complete quality checks and follow SOPs, approval requirements and data controls.
• Support process improvements, workflow testing and temporary customer-facing initiatives.

What you'll need

• Strong attention to detail, investigative skills and follow-through.
• Sound judgement and awareness of when to escalate.
• Ability to prioritize deadlines and work across multiple systems.
• Clear written and verbal English, including confidence with occasional outbound calls.
• Reliable remote working practices and care when handling customer information and financial actions.
• Willingness to learn workflows, accept coaching and adapt to new tools.

Nice to have

• Experience in customer service, e-commerce operations or specialist case handling.
• Experience with chargebacks, payment disputes, reshipments or outbound customer contact.
• Experience with Zendesk, Shopify or comparable service, payment or fulfilment systems.
• Experience with AI-assisted workflows, process testing, spreadsheets or collaboration tools.

Details

• Location: Philippines.
• Remote working practices are required.