Administration & Customer Support Coordinator
New
V
Virtual Staff 365Home furnishings retail
Workable workplace: remote; Workable locations: Philippines, Melbourne business hours; 38 hours per week across a 7-day rosterFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3 to 5 years of experience in customer service and administration
- Required Skills
- Microsoft OfficeCustomer service
Requirements
- Have 3 to 5 years of experience in customer service and administration.
- Be available to work 38 hours per week across a 7-day roster during Melbourne business hours.
- Demonstrate strong product-learning capability and understanding of retail, inventory, delivery, and returns processes.
- Apply commercial acumen to balance customer outcomes with policy, cost, and business objectives.
- Communicate clearly in writing and verbally, with a natural grasp of conversational nuance.
- Handle customer enquiries confidently without relying on scripted responses.
- Certification in eCommerce, Customer Service Management, or an equivalent discipline is a nice-to-have.
- Experience supporting an Australian or eCommerce business is a nice-to-have.
- Experience with customer service systems such as Gorgias or a cloud phone system is a nice-to-have.
- Competence in Microsoft Office, ERP systems, point-of-sale, and eCommerce platforms is a nice-to-have.
Responsibilities
- Answer inbound customer calls promptly and return missed calls and voicemails within agreed timeframes.
- Provide accurate information about products, orders, deliveries, returns, exchanges, warranties, and after-sales support.
- Handle sensitive customer complaints professionally and escalate complex matters to management.
- Communicate with customers, suppliers, logistics partners, and internal teams.
- Prepare and process quotes, sales orders, returns, exchanges, and warranty enquiries in line with company procedures.
- Assist with order updates, payment-related enquiries, and general retail administration.
- Liaise with warehouse, sales, eCommerce, suppliers, and logistics partners to confirm order status.
- Apply approved freight, replacement, refund, and credit decisions while considering business costs.
- Use approved business systems to track, update, and resolve customer requests, and accurately record order numbers, ticket classifications, and resolution types.
- Maintain accurate customer information and administrative records, and flag recurring customer contact trends.
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