Customer Interactions Administrator

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

📋 Description

• The Customer Interactions Administrator delivers high-volume administrative and transactional assistance to the Customer Interactions Manager (AU) and the Customer Interactions Team Leader (AU), managing routine orders, returns, and exception processing.

• This offshore position enables the AU-based leadership team to concentrate on escalations, coaching, and continual enhancement, while ensuring that daily transactional tasks are executed accurately and punctually.

• The role adheres to well-documented Standard Operating Procedures (SOPs), utilizing sound judgment to discern when issues should be escalated instead of being directly addressed.

• Handle standard Shopify returns, ensuring they are accurately categorized and the correct refunds/credits are issued.

• Process routine warehouse-initiated returns in accordance with SOPs.

• Manage customer exchange requests following the established exchange SOP.

• Oversee missing item claims until resolution as part of routine exception administration.

• Investigate NoBin discrepancies (stock recorded without a designated warehouse location), identifying root causes and subsequent actions.

• Assist with administrative and reconciliation tasks for periodic stock takes and inventory counts.

• Collaborate directly with IWS on orders that cannot be fulfilled due to stock discrepancies or issues to determine the appropriate resolution path.

• Administer the clean-up and triage process for missed calls and AI-generated phone tickets within Freshdesk.

• Escalate complex, ambiguous, unusual, high-value, warranty-related, or out-of-process matters to the Customer Interactions Team Leader instead of taking direct action.

• Maintain accurate and complete records to assist the Customer Interactions Manager and Team Leader in trend and volume reporting.

⛳️ Requirements

• Proven experience in a high-volume administrative, back-office, or transactional processing role, preferably within an eCommerce or retail setting.

• Familiarity with CRM, ticketing, or eCommerce platforms (such as Freshdesk or Shopify) is highly valued, although comprehensive training will be provided.

• Knowledge of order management, inventory systems, or stock control processes is advantageous.

• Experience working remotely as part of an offshore team supporting an Australian business is highly regarded.

• Exceptional attention to detail and accuracy when managing high volumes of work.

• Ability to adhere to documented processes and Standard Operating Procedures (SOPs) while recognizing when to escalate issues appropriately.

• Strong analytical and problem-solving abilities, with the capacity to investigate discrepancies and determine the correct course of action.

• Excellent organizational and time management skills, capable of handling multiple priorities and meeting deadlines.

• Strong written English communication skills for internal documentation and team collaboration.

• Ability to work independently in a remote environment, while effectively collaborating with an Australian-based team.

• A proactive attitude with a willingness to adopt new systems, processes, and a focus on continuous improvement.

🏝️ Benefits

• Work remotely from anywhere in the Philippines

• Join a supportive and collaborative international team

• Ongoing training and development

• Opportunities for growth within a rapidly expanding global business

• Be part of a company that genuinely values continuous improvement and innovation