Seasonal Customer Support Specialist II (E-Commerce)

Role DetailsType of Support: OmnichannelContract Duration: 45 - 60 daysWork Schedule: GraveyardWork Type and Location: Hybrid, Taguig, Metro ManilaExpected Start Date: October 30, 2025About UsCrescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact.Join us at Crescendo, and let’s build the future of customer experience together.The RoleWe’re looking for a Customer Support Representative II to join our growing e-commerce team specializing in wellness-focused home products like humidifiers and showerheads. In this role, you’ll be the go-to person for customers seeking support with product information, order updates, troubleshooting, and returns. Your goal: deliver timely, empathetic, and solutions-oriented assistance that builds trust and drives loyalty.You’ll handle email-based customer inquiries, resolve product or delivery issues, and process exchanges and refunds in line with company policies. You'll also help bridge the gap between our customers and our product team by sharing feedback that can inform improvements to our product offerings and customer experience.This role is ideal for someone who’s familiar with e-commerce support workflows, loves solving problems, and has a genuine interest in wellness or home improvement products. If you're a strong communicator who thrives in a detail-driven, fast-paced environment, we’d love to meet you!Our team comprises talented and passionate individuals. When you join us, you will work with like-minded individuals committed to offering outstanding service to our partners. This is an exceptional opportunity to advance your career and substantially contribute to our business.What You’ll Do:Respond to customer inquiries via email in a timely and professional mannerAssist customers with product information, order status, and general inquiriesResolve customer complaints and issues efficiently and effectivelyProcess returns, exchanges, and refunds according to company policiesMaintain accurate records of customer interactions and transactionsProvide feedback to management regarding customer issues and potential improvementsSurface product feedback to the main team at HQ to facilitate continuous product improvementStay up-to-date with product knowledge and company policiesContribute to a positive team environment and assist colleagues as needed. What We Expect From You:2+ years of experience in customer support roles, ideally in an e-commerce or consumer electronics environmentStrong ability to learn and retain product knowledge quickly, including technical specifications and troubleshooting stepsProven problem-solving and investigative skills; able to ask the right questions to get to the root cause of issuesExcellent written and verbal communication skills, with a clear, friendly, and professional toneDemonstrated empathy and active listening when working with customers to resolve concernsAbility to absorb new information and adapt to evolving processes, products, and systemsComfortable using help desk and CRM tools (e.g., Gorgias, Zendesk, Shopify, or similar platforms), with a strong preference for Gorgias. What You’ll Get In Return:Competitive compensation based on experienceAttractive benefits package including medical, dental, and vision options based on locationAccess to free posture-based fitness workouts from homePaid Sabbatical LeaveTraining opportunities provided by Crescendo and outside entities1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional developmentCompany Culture Is At Our CoreCore values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.Care for others: Empathy is a key driver. When people thrive, so does the missionEmbrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forwardManifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s nextTake ownership: Bold choices with integrity at the core—that’s how impact lastsBe humble: Humility opens the door to better ideas. Hear others, lift others, keep learningCrescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.PRIVACY NOTICECrescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.Powered by JazzHRT7zXzIZf8y