E-Commerce CSR - Tiktok Shop (Night Shift/WFH)

Job Title: E-Commerce Customer Service Associate

Work Setup: Remote Work-from-Home | Philippines | Full-Time l Night Shift Industry: E-Commerce (TikTok Shop Business)

Role: Customer Service l Non-Voice Support

About the Role

We are seeking a detail-oriented, dependable E-Commerce Customer Service Associate to support our rapidly growing TikTok Shop business.

This role is non-voice and focused on efficiently handling Level 0.5 to Level 1 customer inquiries using pre-defined scripts, workflows, and escalation paths. You will play a key role in maintaining service-level agreements (SLAs), ensuring customer satisfaction, and supporting our ability to flex resources during periods of viral growth or seasonal demand spikes.

This is an exciting opportunity to join a team that is building its e-commerce service model from the ground up—starting with scripted, transactional support and scaling into higher-tier support as business needs evolve.

Key Responsibilities

  • Primary Support
    • Handle incoming customer inquiries for TikTok Shop via non-voice channels (e.g., email, chat, in-platform messaging).
    • Follow “if-this-then-that” scripts to provide accurate and timely responses.
    • Resolve common requests such as order status, tracking information, and delivery confirmations.
  • Escalation Management
    • Identify and escalate Level 2+ issues requiring specialized knowledge or system access to the onshore customer service team.
    • Categorize and route tickets according to defined workflows.
  • SLA Compliance
    • Meet or exceed required response times (generally within 24 hours) for all assigned tickets.
    • Monitor personal queue to ensure no customer request falls through the cracks.
  • Flex Support During Peak Demand
    • Be available to increase hours (with notice) during periods of high volume, viral product demand, or special projects.
    • Assist with bulk or project-based workloads as needed.
  • Process Adherence & Reporting
    • Log all activity in the required customer service platform(s) (e.g., Zendesk, TikTok Shop seller tools).
    • Complete end-of-shift reports, including productivity metrics and observations.
    • Follow established ticketing, time-tracking, and escalation protocols.
Qualifications
  • Required
    • 3+ years of e-commerce or customer service experience (voice or non-voice).
    • Ability to follow detailed scripts and SOPs with high accuracy.
    • Strong written English communication skills.
    • Reliable internet connection and backup plan for connectivity/power interruptions.
    • Comfort working in a remote environment with clear performance expectations.
  • Preferred
    • Experience with TikTok Shop, Amazon, Walmart Marketplace, or similar e-commerce platforms.
    • Familiarity with customer service tools such as Zendesk or Gorgias.
    • Availability to work weekends or flexible shifts when needed.
  • Attributes for Success
    • Consistently meets deadlines and service targets.
    • Self-motivated and proactive in problem-solving.
    • Adaptable to fluctuating workload and evolving processes.
    • Team player who communicates openly with managers and peers.
The CoDev Story For 15+ years, we’ve empowered top talent in the Philippines and emerging markets to partner with U.S. organizations through transparent, compliant offshore development services.

Our Mission & Core Values

We believe the right talent should be a self-starting expert, seamlessly aligned with your company culture and driven to deliver results with independent, autonomous thinking. In doing so, we empower you to drive your business forward. Why Join CoDev?
  • Medical and Life Insurance package on the 2nd month plus 2 dependents
  • Company provided equipment + Monthly utility stipend of Php 1,500
  • A regularization increase on the 6th month
  • Annual salary increase based on performance
  • Tax-Free allowances incorporated in pay
  • Salary loans with 0% interest, payable in 2 months
  • Opportunity for self-improvements like access to online training sites such as Udemy, Pluralsight, and other resources
Learn more about CoDev at https://www.codev.com/
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