Customer Service Officer

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

📋 Description

• Handle and oversee incoming phone calls, providing assistance to customers with product inquiries, orders, and general support.

• Monitor and reply to emails received in the shared inbox within established timeframes.

• Evaluate and prioritize customer inquiries, directing complex requests to the appropriate team members.

• Independently resolve customer questions and issues whenever possible.

• Maintain professional communication via phone, email, live chat, and video channels.

• Coordinate workshop bookings in collaboration with the Office Manager.

• Manage service appointments to avoid scheduling conflicts, booking errors, or missed dates.

• Confirm booking details and provide schedule updates to customers.

• Inform customers about stock availability, delivery updates, backorders, and product-related inquiries.

• Document customer interactions, notes, and booking details in internal business systems.

• Monitor customer inquiries until resolution.

• Utilize modern software platforms and AI productivity tools to draft and enhance customer communications.

⛳️ Requirements

• Demonstrated experience in customer service, contact center roles, administration, or similar customer-facing positions.

• Excellent command of spoken and written English, exhibiting a clear and confident telephone demeanor.

• Innate ability to establish rapport and communicate effectively with Australian customers.

• Strong organizational abilities with the capacity to manage multiple tasks and prioritize effectively.

• Keen attention to detail in managing customer records, bookings, and communications.

• Proficient computer skills, with a quick aptitude for learning new cloud-based software platforms.

• Solid problem-solving skills and a calm, solution-oriented approach in a fast-paced environment.

• Previous experience in the caravan, RV, automotive, or retail industries.

• Practical experience with Shopify or comparable e-commerce platforms.

• Familiarity with freight booking and courier dispatch systems.

• Experience managing shared email inboxes, CRM systems, or workshop scheduling tools.

• Hands-on experience using AI tools like ChatGPT, Claude, or Microsoft Copilot to assist in written communication.

🏝️ Benefits

• Permanent work-from-home arrangement.

• Dayshift (Australian Eastern Standard Time business hours).

• Full-time employment.

• Health Maintenance Organization (HMO) coverage for staff only.

• Annual leave.

• 13th-month pay.

• Inclusion of government-mandated benefits.