Senior Customer Service – Operations Coordinator

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

📋 Description

• Serve as the primary operational support contact for team members, offering guidance on intricate matters.

• Assume the responsibilities of the Customer Service Manager during their absence to manage daily priorities and workloads.

• Mentor and guide the team to enhance communication skills and ensure consistent resolution of issues.

• Directly handle complex customer complaints, delivery challenges, and warranty issues.

• Address customer inquiries through phone, email, and digital channels during busy periods.

• Negotiate suitable and commercially viable resolutions in accordance with company policies.

• Assist with retail administration tasks such as quotes, sales orders, returns, and exchanges.

• Enhance and maintain Gorgias macros, ticket workflows, tags, and knowledge base content.

• Analyze recurring inquiry types and ticket data to pinpoint opportunities for efficiency and quality enhancements.

• Collaborate with management to create and implement effective workflow improvements.

• Ensure accurate documentation of order numbers and resolution types to aid in reporting.

• Coordinate activities with the warehouse, sales, eCommerce, suppliers, and logistics partners.

• Raise significant concerns and service risks to the Customer Service Manager.

• Keep clear and precise records of decisions, commitments, and order details.

⛳️ Requirements

• At least 5 years of experience in customer service within the retail or eCommerce sectors.

• Proven experience in senior support roles, mentoring, or team leadership.

• Demonstrated capability to independently manage challenging conversations and complex escalations.

• Strong knowledge of retail operations, online ordering, inventory management, and return processes.

• Familiarity with cloud phone systems in a customer service context.

• Exceptional written and verbal communication skills in English.

• Certification in eCommerce or Customer Service Management.

• Experience with NetSuite and Shopify platforms.

• Strong practical knowledge of Gorgias, including macros and workflows.

• Hands-on experience with AI tools like Claude to enhance response quality and team productivity.

🏝️ Benefits

• Permanent remote work arrangement.

• Day shift hours aligned with Australian business timings.

• Full-time employment.

• Health Maintenance Organization (HMO) coverage.

• Annual leave benefits.

• Christmas Bonus equivalent to one month's salary (pro-rata).