Customer Support Specialist
TypeFull-time job
LocationPhilippines
Posted2 hours ago
Our client is a premier Australian importer and distributor of high-quality nursery and baby products. They deliver premium prams, travel systems, and accessories to consumers and retail partners across Australia via their e-commerce store, independent stockists, and industry expos. As a fast-moving, family-owned business, they are dedicated to operational excellence, clear communication, and outstanding customer care.
They are now seeking to hire a Customer Support Specialist to deliver responsive, end-to-end support for consumers and retail partners across multiple communication channels. This role plays a vital part in driving high customer satisfaction, resolving order and warranty enquiries efficiently, and ensuring seamless operations between internal teams, warehouses, and stockists.
Job Responsibilities
Customer Support & Enquiries
Provide warm, responsive customer and retailer support across phone, email, live chat, and messaging channels
Answer product, order, delivery, warranty, and troubleshooting enquiries with accuracy and care
Handle complex or sensitive customer situations with patience, discretion, and empathy
Request customer feedback and reviews at appropriate touchpoints to support service excellence
Order & Inventory Operations
Track customer orders and backorders proactively to provide accurate stock availability updates and ETAs
Record all interactions thoroughly in the helpdesk platform to ensure complete case histories
Manage case resolution actively to minimise overdue or unassigned customer tickets
Stakeholder Coordination
Liaise with local operations, warehouse staff, and freight providers to resolve shipping and delivery issues
Provide dedicated support and issue resolution for independent retail stockists
Process & Quality Improvement
Maintain internal knowledge bases, FAQs, response templates, and procedure notes
Identify recurring product or service issues and suggest practical workflow improvements
Utilise approved AI tools to assist in drafting non-sensitive customer communications and documentation
Requirements
Minimum 2 years of experience in customer service, e-commerce support, or order management
Outstanding written and verbal English skills with a clear, professional tone
Demonstrated experience managing both inbound and outbound customer support calls
Strong organisational skills with the ability to manage competing priorities independently
Sound commercial judgement when handling warranties, returns, and sensitive information
Nice-to-Have Skills
Previous experience supporting Australian customers by phone
Background in retail, consumer goods, nursery products, or logistics support
Experience using helpdesk, e-commerce, or order management platforms such as Dixa, Shopify, or Cin7
Practical experience using AI tools to draft communications and streamline administrative tasks
Benefits
Permanent work-from-home set-up
Dayshift (Australian Eastern Standard Time business hours)
Full-time job
HMO (STAFF only)
Annual leave
13-month pay
With Government mandated benefits
Originally posted on Himalayas
They are now seeking to hire a Customer Support Specialist to deliver responsive, end-to-end support for consumers and retail partners across multiple communication channels. This role plays a vital part in driving high customer satisfaction, resolving order and warranty enquiries efficiently, and ensuring seamless operations between internal teams, warehouses, and stockists.
Job Responsibilities
Customer Support & Enquiries
Provide warm, responsive customer and retailer support across phone, email, live chat, and messaging channels
Answer product, order, delivery, warranty, and troubleshooting enquiries with accuracy and care
Handle complex or sensitive customer situations with patience, discretion, and empathy
Request customer feedback and reviews at appropriate touchpoints to support service excellence
Order & Inventory Operations
Track customer orders and backorders proactively to provide accurate stock availability updates and ETAs
Record all interactions thoroughly in the helpdesk platform to ensure complete case histories
Manage case resolution actively to minimise overdue or unassigned customer tickets
Stakeholder Coordination
Liaise with local operations, warehouse staff, and freight providers to resolve shipping and delivery issues
Provide dedicated support and issue resolution for independent retail stockists
Process & Quality Improvement
Maintain internal knowledge bases, FAQs, response templates, and procedure notes
Identify recurring product or service issues and suggest practical workflow improvements
Utilise approved AI tools to assist in drafting non-sensitive customer communications and documentation
Requirements
Minimum 2 years of experience in customer service, e-commerce support, or order management
Outstanding written and verbal English skills with a clear, professional tone
Demonstrated experience managing both inbound and outbound customer support calls
Strong organisational skills with the ability to manage competing priorities independently
Sound commercial judgement when handling warranties, returns, and sensitive information
Nice-to-Have Skills
Previous experience supporting Australian customers by phone
Background in retail, consumer goods, nursery products, or logistics support
Experience using helpdesk, e-commerce, or order management platforms such as Dixa, Shopify, or Cin7
Practical experience using AI tools to draft communications and streamline administrative tasks
Benefits
Permanent work-from-home set-up
Dayshift (Australian Eastern Standard Time business hours)
Full-time job
HMO (STAFF only)
Annual leave
13-month pay
With Government mandated benefits
Originally posted on Himalayas
Apply on Himalayas →
Job sourced from Himalayas. Applications happen directly on the original platform — we never collect your data.