E-Commerce Customer Support Specialist
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Job Description
E-commerce customer support specialist serving Australian home fixtures and trade customers remotely. Managing omnichannel inquiries, orders, claims, supplier coordination, and customer retention.
Responsibilities:
- Resolve omnichannel inbound inquiries across phone, email, Facebook, and Instagram
- Coordinate with Australian trade suppliers to verify product availability, clarify lead times, confirm pricing, and track order fulfillment schedules
- Execute high-volume, high-accuracy data entry across company software systems
- Manage customer records, sales quotes, invoices, and order confirmations
- Process customer warranty claims, shipping insurance claims, and order modifications
- Take full ownership of issue resolution
- Follow up on open trade quotes, pending orders, and dispatch updates
- Drive high customer retention and satisfaction
- Report directly to an Australia-based Director as part of the Customer Operations team
Requirements:
- Minimum 2 years of experience in customer support, customer service, or client operations roles across both voice and non-voice channels
- Proven experience supporting international accounts, specifically retail, e-commerce, or B2B operations in Australia, the UK, or the US
- Excellent written and verbal English communication skills
- Confident, clear, and professional telephone manner
- High digital aptitude
- Proficiency with Microsoft Office / Google Workspace
- Ability to rapidly adapt to new CRMs, ERPs, or helpdesk ticketing systems
- Strong attention to detail and organizational abilities
- Ability to manage high-volume data entry and administrative tasks with autonomy
- Role is open to PH citizens only
- Applications must be submitted in English
Benefits:
- HMO healthcare for you and your 1 dependent (with COVID insurance)
- 20 combined SL/VLs per year accrued from day one (you will have 10 accrued once you pass regularization)
- 13th-month bonus
- Government-mandated benefits
- Equipment provided
- Internet allowance
- Member Wellness Program
- Year-End Party
- Christmas hamper
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