Aftercare Specialist (with customer support background)| Manila- remote

Job description ennovationHUB AI is an international e-commerce group in the home & living category, focused on furniture. From our hubs in Belgrade, London, and Barcelona, we operate across the UK, North America, EU, and APAC. We’re building a modern Customer Experience team — one that combines human judgment with AI-powered efficiency. This role sits at the critical point where customer experience can either be recovered — or improved at scale. As an Aftercare Specialist, you don’t just resolve issues — you identify patterns and proactively reduce future ones. This is not a sales role. Your focus is on resolution, insight, and continuous improvement. Your role You’ll manage post-delivery issues end-to-end across multiple markets. The core of the role is not just fixing problems — it’s understanding why they happen and ensuring they happen less over time. You’ll actively use AI tools to: • Improve resolution speed and communication clarity • Handle higher claim volumes efficiently • Maintain consistency and accuracy in decisions • Identify patterns and reduce repeat issues Responsibilities • Own post-delivery issues from first contact to full resolution • Resolve claims (damage, incorrect items, missing parts, delivery issues) with speed and accuracy • Communicate clearly with customers and aim for first-time resolution • Identify recurring issues and track key claim patterns • Share insights and drive actions that reduce repeat claims • Collaborate with logistics, operations, and suppliers to resolve root causes • Contribute to reporting and continuous improvement of aftercare processes