Position: Customer Service Admin
Salary: PHP 50,000- 65,000
Working Hours: Brisbane Business Hours
Work Type: Remote- Independent Contractor
This is a full-time, remote role supporting Australian customers via phone and email. Working closely with the Senior Customer Service Lead—who will provide direct training and daily guidance—the primary focus is precision: strictly following established processes and ensuring every customer receives accurate information.
Responsibilities
- Answer incoming customer calls during peak times when the Australian team is busy.
- Respond to customer emails and support tickets within the help desk.
- Provide order updates, tracking numbers, and delivery timeframes.
- Calmly and professionally address customer complaints, escalating them as appropriate.
- Manage out-of-stock (nil stock) orders by contacting customers, sending standard email notifications, and completing follow-ups within required timeframes.
- Log and resolve call-back requests and help desk cases.
- Look up and update customer order details, maintaining precise notes and ticket tags.
- Hand over refunds, returns, warranty claims, and complex inquiries to the Senior Lead with comprehensive, clear notes.
Qualifications
- At least 2 years of customer service experience handling both phone and email inquiries, ideally supporting Australian, US, or UK customer bases.
- Excellent written and spoken English, paired with a polite and clear phone manner.
- Strong attention to detail with the discipline to review all work before sending.
- Ability to follow defined operational procedures precisely and ask questions when unsure.
- Ability to draft original customer responses in your own voice rather than relying heavily on automated or AI generation tools.
- Proficiency with Microsoft Office tools, including Word, Excel, and Teams.
- Dedicated, quiet home workspace equipped with a stable main internet connection and an operational backup connection.
Preferred
- Hands-on experience with help desk, communication, and management tools (Shopify, Gorgias, Aircall, or Monday.com).
- Background working in a call centre or as a virtual assistant.
- Prior e-commerce or retail experience, particularly within the automotive or motorcycle industries.
- Familiarity with tracking consignments via Australia Post.
- Experience managing high-volume retail periods such as Black Friday and Boxing Day sales.
- Personal interest in motorcycles or riding gear.
What You’ll Bring
- A methodical, process-driven approach that prioritizes consistency and exact execution over improvisation.
- Reliable work ethic and prompt attendance during Australian business hours (8:30 AM to 5:30 PM Brisbane time / AEST).
- Professional composure when resolving customer concerns.
- Clear and transparent communication with team members and leadership.
