Customer Support Specialist
New
V
Virtual Staff 365Retail and Logistics
Philippines, Australian Eastern Standard Time (AEST) business hoursFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- Minimum 2 years of experience
- Required Skills
- ShopifyCustomer support
Requirements
- Minimum 2 years of experience in customer service, e-commerce support, or order management.
- Outstanding written and verbal English skills with a clear, professional tone.
- Demonstrated experience managing both inbound and outbound customer support calls.
- Strong organisational skills with the ability to manage competing priorities independently.
- Sound commercial judgement when handling warranties, returns, and sensitive information.
- Previous experience supporting Australian customers by phone (nice-to-have).
- Background in retail, consumer goods, nursery products, or logistics support (nice-to-have).
- Experience using helpdesk, e-commerce, or order management platforms such as Dixa, Shopify, or Cin7 (nice-to-have).
- Practical experience using AI tools to draft communications and streamline administrative tasks (nice-to-have).
Responsibilities
- Provide warm, responsive customer and retailer support across phone, email, live chat, and messaging channels.
- Answer product, order, delivery, warranty, and troubleshooting enquiries with accuracy and care.
- Handle complex or sensitive customer situations with patience, discretion, and empathy.
- Track customer orders and backorders proactively to provide accurate stock availability updates and ETAs.
- Record all interactions thoroughly in the helpdesk platform to ensure complete case histories.
- Liaise with local operations, warehouse staff, and freight providers to resolve shipping and delivery issues.
- Maintain internal knowledge bases, FAQs, response templates, and procedure notes.
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