Administration – Customer Support Coordinator

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Respond to incoming customer calls in a timely and professional manner, ensuring to return missed calls and voicemails within the agreed-upon timeframes.

• Deliver precise information regarding products, orders, deliveries, returns, exchanges, warranties, and after-sales support.

• Address sensitive customer complaints with composure and professionalism, escalating complex issues to management when needed.

• Maintain a solutions-oriented approach in communication with customers, suppliers, logistics partners, and internal teams.

• Prepare and manage quotes, sales orders, returns, exchanges, and warranty inquiries in accordance with company procedures.

• Assist with order updates, payment inquiries, and general retail administration tasks.

• Coordinate with the warehouse, sales, eCommerce, suppliers, and logistics partners to verify order status.

• Consistently apply approved decisions regarding freight, replacements, refunds, and credits while considering business costs.

• Utilize authorized business systems to track, update, and resolve customer requests effectively.

• Accurately document order numbers, ticket classifications, and resolution types for returns and cost reporting purposes.

• Ensure customer information and administrative records are maintained accurately in line with privacy and record-keeping regulations.

• Identify and report recurring reasons for customer contacts and trends that indicate operational, product, or service issues.

⛳️ Requirements

• 3 to 5 years of experience in customer service and administration.

• Availability to work 38 hours per week on a 7-day roster during Melbourne business hours.

• Strong ability to learn about products and a solid understanding of retail, inventory, delivery, and returns processes.

• Commercial awareness with the capability to balance customer outcomes with policies, costs, and business objectives.

• Exceptional written and verbal communication skills, demonstrating a natural understanding of conversational nuances.

• Confidence in managing customer inquiries without relying on scripted responses.

• Certification in eCommerce, Customer Service Management, or a related field (preferred).

• Experience in supporting an Australian or eCommerce business (preferred).

• Familiarity with customer service systems such as Gorgias (preferred).

• Experience with cloud phone systems in a customer service environment (preferred).

• Proficiency in Microsoft Office, ERP systems, point-of-sale, and eCommerce platforms (preferred).

🏝️ Benefits

• Permanent work-from-home arrangement.

• Dayshift during Australian business hours.

• Full-time employment.

• Health Maintenance Organization (HMO) coverage.

• Annual leave entitlement.

• Christmas bonus equivalent to 1 month's salary (pro-rata).