Customer Service Admin
New
D
D2BE-commerce retail
Workable workplace: remote; Workable locations: Philippines; Location: Philippines, Australian business hours (8:30 AM to 5:30 PM Brisbane time / AEST)ContractJunior
Salary50,000 - 65,000 PHP per year
Apply NowOpens the employer's application page
Job Details
- Languages
- Excellent written and spoken English
- Experience
- At least 2 years of customer service experience handling both phone and email inquiries
- Required Skills
- ShopifyMicrosoft ExcelCustomer service
Requirements
- Have at least 2 years of customer service experience handling both phone and email inquiries.
- Have excellent written and spoken English and a polite, clear phone manner.
- Demonstrate strong attention to detail and review work before sending.
- Follow defined operational procedures precisely and ask questions when unsure.
- Draft original customer responses rather than relying heavily on automated or AI generation tools.
- Be proficient with Microsoft Word, Excel, and Teams.
- Have a dedicated, quiet home workspace with a stable main internet connection and an operational backup connection.
- Be available promptly and reliably during Australian business hours: 8:30 AM to 5:30 PM Brisbane time / AEST.
- Preferred: hands-on experience with Shopify, Gorgias, Aircall, or Monday.com.
- Preferred: call centre or virtual assistant experience, or e-commerce or retail experience.
Responsibilities
- Answer incoming customer calls during peak times when the Australian team is busy.
- Respond to customer emails and support tickets in the help desk.
- Provide order updates, tracking numbers, and delivery timeframes.
- Address customer complaints professionally and escalate them as appropriate.
- Manage out-of-stock orders by contacting customers, sending standard email notifications, and completing follow-ups within required timeframes.
- Log and resolve call-back requests and help desk cases.
- Look up and update customer order details, maintaining precise notes and ticket tags.
- Hand over refunds, returns, warranty claims, and complex inquiries to the Senior Lead with clear, comprehensive notes.
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