Senior Customer Service & Operations Coordinator

New

Workable locations: Philippines; Location: Philippines, Dayshift (Australian business hours)Full-TimeSenior

Salary not disclosed

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Job Details

Languages: Excellent written and verbal English communication skills
Experience: Minimum 5 years of customer service experience in retail or eCommerce
Required Skills: ShopifyCustomer serviceNetSuite

Have a minimum of 5 years of customer service experience in retail or eCommerce.
Have experience in senior support, mentoring, or team leadership.
Be able to manage difficult conversations and complex escalations independently.
Have a strong understanding of retail, online orders, inventory, and returns processes.
Have experience using a cloud phone system in a customer service environment.
Have excellent written and verbal English communication skills.
eCommerce or Customer Service Management certification is a nice to have.
Experience with NetSuite and Shopify is a nice to have.
Hands-on experience with Gorgias macros and workflows is a nice to have.
Practical experience using AI tools such as Claude is a nice to have.

Provide operational support to team members on complex matters.
Coordinate daily priorities and workload when the Customer Service Manager is absent.
Coach the team on effective communication and consistent issue resolution.
Manage complex customer complaints, delivery issues, and warranty matters.
Respond to customer enquiries by phone, email, and digital channels during peak periods.
Negotiate practical resolutions in line with company policies.
Support quotes, sales orders, returns, and exchanges.
Maintain and improve Gorgias macros, ticket workflows, tags, and knowledge-base content.
Review enquiry types and ticket data to identify efficiency and quality improvements.
Coordinate with warehouse, sales, eCommerce, suppliers, and logistics partners.

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