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Open nowPosted 19 days ago

Customer Support Specialist

Workable (global search)108,016 open roles

Where
Philippines
Work mode
Remote
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Your applicationOpen nowCustomer Support SpecialistWorkable (global search) · Philippines

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  2. CV RocketCV written for this posting.

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 19 days ago

Workable (global search) median: 7 days open

The posting

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
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