Bilingual Customer Service Representative – Korean
Manila
Full-Time
Entry (0-2 yrs)
Customer Success & Support
Posted on April 30, 2026
What You'll Do
Provide pre-sales support:
Respond to product inquiries, availability, pricing, and promotions
Guide customers in selecting the right products
Deliver post-sales support:
Handle order tracking, cancellations, returns, refunds, and exchanges
Resolve complaints related to delivery, product quality, or order issues
Support sales and revenue generation:
Upsell and cross-sell relevant products
Assist in converting inquiries into successful purchases
Manage multi-channel communication:
Email, live chat, and inbound/outbound calls
Marketplace messaging platforms (e.g., Shopee, Lazada, Coupang, Naver Smart Store)
Social commerce channels if applicable
Perform order management tasks:
Order creation, modification, and verification
Coordinate with fulfillment and logistics teams for timely delivery
Maintain accurate records in CRM and e-commerce systems (e.g., Shopify, Zendesk, Freshdesk)
Monitor and respond to customer reviews and ratings on marketplaces
Escalate complex issues and collaborate with internal teams (logistics, warehouse, product, payments)
Ensure compliance with brand voice, tone, and service standards
Who We're Looking For
Native-level fluency in Korean (written and spoken)
Proficient in English for internal coordination
Minimum 1 year of customer service experience, preferably in e-commerce or online retail
Experience handling marketplace platforms (Coupang, Naver, Shopee, Lazada, etc.) is highly preferred
Familiarity with order management systems, CRMs, and ticketing tools
Strong understanding of e-commerce workflows (order lifecycle, returns, refunds, logistics)
Things to KnowReliable high-speed internet connection
Quiet, professional workspace suitable for calls
Availability to work in shifts aligned with Korean market hours (including weekends/holidays as needed)
Ability to meet KPIs and service level agreements
Customer Satisfaction Score (CSAT)
First Response Time (FRT)
Resolution Time
Order Accuracy Rate
Return/Refund Handling Efficiency
Sales Conversion Rate
We are looking for a Native Korean Customer Service Freelancer with at least 1 year of experience in e-commerce or customer support environments. This role is critical in ensuring a smooth and positive shopping experience for our Korean-speaking customers across the entire customer journey—from product discovery to post-purchase support.
You will handle customer interactions across multiple platforms, support sales growth, and act as a brand representative in all communications.
Working Requirements
Performance Metrics
Company: Emma Sleep
Direct-to-consumer mattress and sleep product company.
1001-5000 employees
E-commerce & Retail
HQ: Germany
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