Customer Support Specialist

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

📋 Description

• Deliver attentive and responsive customer and retailer assistance through phone, email, live chat, and messaging platforms.

• Address inquiries related to products, orders, delivery, warranties, and troubleshooting with precision and care.

• Manage intricate or sensitive customer matters with patience, discretion, and empathy.

• Solicit customer feedback and reviews at suitable points to enhance service excellence.

• Proactively monitor customer orders and backorders to provide precise updates on stock availability and estimated time of arrivals (ETAs).

• Thoroughly document all interactions in the helpdesk system to maintain comprehensive case histories.

• Actively oversee case resolution to reduce overdue or unassigned customer tickets.

• Collaborate with local operations, warehouse personnel, and freight carriers to address shipping and delivery challenges.

• Offer dedicated support and problem-solving for independent retail stockists.

• Keep internal knowledge bases, FAQs, response templates, and procedural notes up to date.

• Recognize recurring product or service challenges and propose practical improvements to workflows.

• Utilize approved AI tools to assist in composing non-sensitive customer communications and documentation.

⛳️ Requirements

• At least 2 years of experience in customer service, e-commerce support, or order management.

• Excellent written and verbal English communication skills with a clear, professional demeanor.

• Proven experience handling both inbound and outbound customer support calls.

• Strong organizational abilities with the capacity to manage competing priorities independently.

• Sound commercial judgment in dealing with warranties, returns, and sensitive information.

• Prior experience assisting Australian customers via phone.

• Background in retail, consumer goods, nursery products, or logistics support.

• Familiarity with helpdesk, e-commerce, or order management platforms such as Dixa, Shopify, or Cin7.

• Hands-on experience using AI tools to draft communications and enhance administrative efficiency.

🏝️ Benefits

• Permanent remote work arrangement.

• Day shifts aligned with Australian Eastern Standard Time business hours.

• Full-time position.

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

• Annual leave entitlement.

• 13th-month pay.

• Inclusion of government-mandated benefits.