Senior Customer Service & Operations Coordinator
TypeFull-time job
LocationPhilippines
Posted2 hours ago
Our client is an Australian family-owned retailer specialising in unique home furnishings, architectural hardware, and period-authentic renovation fixtures. They provide high-quality products and bespoke solutions to residential and commercial customers across the country.
They are now seeking to hire a Senior Customer Service & Operations Coordinator to act as the second-in-charge to the Customer Service Manager and drive operational excellence. This role is essential for leading complex issue resolution, guiding the support team, and maintaining high service standards to ensure a seamless customer experience.
Job Responsibilities
Operational Leadership and Support
Act as the first point of operational support for team members and provide guidance on complex matters
Step in for the Customer Service Manager during absences to coordinate daily priorities and workload
Coach and guide the team in effective communication and consistent issue resolution
Customer Service and Issue Resolution
Manage complex customer complaints, delivery issues, and warranty matters directly
Respond to customer enquiries via phone, email, and digital channels during peak periods
Negotiate practical and commercially appropriate resolutions in line with company policies
Support retail administration tasks including quotes, sales orders, returns, and exchanges
Process Improvement and System Management
Maintain and improve Gorgias macros, ticket workflows, tags, and knowledge-base content
Review recurring enquiry types and ticket data to identify efficiency and quality improvements
Partner with management to develop and implement practical workflow improvements
Ensure accurate recording of order numbers and resolution types to support reporting
Stakeholder Collaboration
Coordinate with warehouse, sales, eCommerce, suppliers, and logistics partners
Escalate material concerns and service risks to the Customer Service Manager
Maintain clear and accurate records of decisions, commitments, and order details
Requirements
Minimum 5 years of customer service experience in retail or eCommerce
Demonstrated experience in senior support, mentoring, or team leadership
Proven ability to manage difficult conversations and complex escalations independently
Strong understanding of retail, online orders, inventory, and returns processes
Experience using a cloud phone system in a customer service environment
Excellent written and verbal English communication skills
Nice-to-Have Skills
Certification in eCommerce or Customer Service Management
Experience using NetSuite and Shopify
Strong hands-on capability with Gorgias including macros and workflows
Practical experience using AI tools like Claude to improve response quality and team efficiency
Benefits
Permanent work-from-home set-up
Dayshift (Australian business hours)
Full-time job
HMO
Annual leave
Christmas Bonus equivalent to 1 month's wage (pro-rata)
Originally posted on Himalayas
They are now seeking to hire a Senior Customer Service & Operations Coordinator to act as the second-in-charge to the Customer Service Manager and drive operational excellence. This role is essential for leading complex issue resolution, guiding the support team, and maintaining high service standards to ensure a seamless customer experience.
Job Responsibilities
Operational Leadership and Support
Act as the first point of operational support for team members and provide guidance on complex matters
Step in for the Customer Service Manager during absences to coordinate daily priorities and workload
Coach and guide the team in effective communication and consistent issue resolution
Customer Service and Issue Resolution
Manage complex customer complaints, delivery issues, and warranty matters directly
Respond to customer enquiries via phone, email, and digital channels during peak periods
Negotiate practical and commercially appropriate resolutions in line with company policies
Support retail administration tasks including quotes, sales orders, returns, and exchanges
Process Improvement and System Management
Maintain and improve Gorgias macros, ticket workflows, tags, and knowledge-base content
Review recurring enquiry types and ticket data to identify efficiency and quality improvements
Partner with management to develop and implement practical workflow improvements
Ensure accurate recording of order numbers and resolution types to support reporting
Stakeholder Collaboration
Coordinate with warehouse, sales, eCommerce, suppliers, and logistics partners
Escalate material concerns and service risks to the Customer Service Manager
Maintain clear and accurate records of decisions, commitments, and order details
Requirements
Minimum 5 years of customer service experience in retail or eCommerce
Demonstrated experience in senior support, mentoring, or team leadership
Proven ability to manage difficult conversations and complex escalations independently
Strong understanding of retail, online orders, inventory, and returns processes
Experience using a cloud phone system in a customer service environment
Excellent written and verbal English communication skills
Nice-to-Have Skills
Certification in eCommerce or Customer Service Management
Experience using NetSuite and Shopify
Strong hands-on capability with Gorgias including macros and workflows
Practical experience using AI tools like Claude to improve response quality and team efficiency
Benefits
Permanent work-from-home set-up
Dayshift (Australian business hours)
Full-time job
HMO
Annual leave
Christmas Bonus equivalent to 1 month's wage (pro-rata)
Originally posted on Himalayas
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