Job Vacancy Angeles, Pampanga Position Customer Service & Order Processing Specialist at Addiction Pet Foods
Published 2 days ago
Addiction Pet Foods is currently seeking applicants for the position of Customer Service & Order Processing Specialist in the Angeles area. The available job type for this position is Full-time.
We are specifically looking for individuals who possess strong skills and have a minimum of beginners/seniors in the field. In addition to technical expertise, we highly value honesty, discipline, and a strong sense of responsibility in our employees.
Addiction Pet Foods operates within the (according to the company) industry. If you are interested in applying for this position and becoming a part of our company, we encourage you to submit your application.
Job Information
| Company: | Addiction Pet Foods |
| Position: | Customer Service & Order Processing Specialist |
| City: | Angeles, Pampanga |
| Province: | Pampanga |
| Education: | Confidential |
| Salary: | PHP 14.500 - PHP 30.000 per Month |
| Job Type: | Full-time |
Job Description
Job Title: Customer Service & Order Management Specialist (E-commerce)
Employment Type: Full-time
Work Setup: Onsite (Shifting Schedule / 24/7 Operations)
Location: Preferably residing near Arayat, Pampanga only (or nearby areas with easy commute)
Schedule: Rotating shifts, including weekends/holidays as required by operations
Job Overview:
We are looking for a full-time Customer Service & Order Management Specialist to support our e-commerce operations through end-to-end customer service and order processing. This role handles customer inquiries and concerns across platforms such as Email, Zendesk, Shopee, and Lazada, while ensuring accurate and timely order entry, coordination, and issue resolution. You will work closely with internal teams (warehouse/fulfillment, account management, and e-commerce) to deliver a smooth customer experience and reliable order flow.
Key Responsibilities:
Customer Service Support (E-commerce):
- Respond promptly and professionally to customer inquiries via Email, Zendesk, and marketplace chat (Shopee/Lazada).
- Resolve concerns related to order status, delivery, product questions, refunds/returns/exchanges, and general after-sales support.
- Ensure consistent, accurate, and brand-aligned communication while maintaining high customer satisfaction.
Order Processing & Management:
- Process and validate orders from marketplaces and/or internal systems, ensuring completeness and accuracy (customer details, product, quantity, payment confirmation where applicable).
- Coordinate with internal teams to ensure orders are fulfilled on time, including handling cancellations, modifications, and exceptions.
- Monitor order statuses and proactively follow up on delays, delivery issues, and customer escalations.
Returns, Exchanges & Refund Coordination:
- Manage returns/exchanges/refunds based on company guidelines and marketplace policies.
- Ensure proper documentation, coordination, and timely updates to customers.
- Track recurring issues and recommend process improvements to reduce repeats.
Promotions Support (GWP, Upsell/Cross-sell):
- Support GWP (Gifts With Purchase) coordination by ensuring correct customer communication and smooth fulfillment alignment.
- Identify basic upsell/cross-sell opportunities during customer interactions when appropriate (without compromising service quality).
Reporting & Continuous Improvement:
- Maintain accurate logs for cases, orders, and resolutions (Zendesk/tickets/trackers).
- Flag trends and common issues (delivery, product concerns, system issues) to the team for corrective actions.
- Follow SOPs and contribute to updating FAQs, macros, and response templates.
Qualifications / Requirements:
- At least 2years experience in customer service, e-commerce support, order management, or similar (preferred).
- Familiarity with Shopee/Lazada Seller Center, order workflows, and marketplace chat support is an advantage.
- Comfortable using Zendesk (or similar ticketing tools), email support, and spreadsheets/trackers.
- Strong written and verbal communication skills; customer-first mindset with excellent problem-solving skills.
- Highly organized and detail-oriented—able to manage multiple cases/orders in a fast-paced environment.
- Willing to work onsite on a rotating shift schedule (24/7 operations), including weekends/holidays.
- Preferably residing near Arayat, Pampanga (or nearby for a reliable commute).
- Can start immediately (preferred).
Preferred Skills (Nice to Have):
- Experience coordinating with warehouse/fulfillment teams and couriers.
- Basic reporting skills (case volume, common reasons, AHT, SLA, etc.).
- Experience handling winback, loyalty engagement, or retention campaigns is a plus.
What Success Looks Like:
- Fast, accurate resolution of customer concerns with high satisfaction.
- Clean, error-free order processing and proactive issue handling.
- Strong collaboration with internal teams to prevent repeat issues and improve workflows.
Benefit
- Professional training
- Skill development
- Opportunities for promotion
- Collaborative work environment
- Valuable work experience
- Recognition and performance awards
- Professional networking opportunities
- Work-life balance
- Access to the latest technology
- Opportunities to contribute to business growth
Requirements
- Experience in the Related Field (Preferred)
- Physically and Mentally Healthy
- Able to Work Under Pressure
- Good Communication Skills
- Minimum Education of High School Diploma
- No Criminal Record
- Minimum Age of 18 Years
- Able to Work in a Team
- Willing to Be Placed in the Designated Work Location
Company Address
| Province | Pampanga |
| City | Angeles |
| Google Map | Google Map |
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