Customer Service Support Officer  

Key Duties and Responsibilities:

Customer Interaction:

• Engage with customers via phone, email, and live chat, providing friendly and efficient support.
• Process customer orders and manage returns efficiently.

Product and Order Support:

• Collaborate with internal teams and suppliers to resolve product-related queries and assist customers.
• Coordinate with our stores to address customer orders and inquiries.

Team Collaboration:

• Collaborate effectively within your team, spread across various remote locations, to achieve collective tasks.

Order Monitoring and Resolution:

• Monitor orders, provide progress updates, and take appropriate actions.
• Manage customer returns, including investigation, processing, and resolution of returns, exchanges, warranties, and faulty goods.

Logistics and Communication:

• Collaborate with dispatch locations to facilitate customer orders.
• Liaise with Australia Post regarding delayed or missing parcels.

Complaint Handling:

• Handle first-level customer complaints and escalate only as necessary.

Internal Communication:

• Maintain strong communication within the customer service team.

Exceptional Customer Service:

• Deliver outstanding customer service through written and verbal communication.
• Juggle tasks across multiple channels to ensure timely completion.

Procedural Adherence:

• Follow procedures, guidelines, and policies accurately to complete assigned tasks.
• Perform data entry through various platforms.

Flexibility and Additional Tasks:

• Work hours and days based on business requirements.
• Assist with other tasks as required.

• A bachelor’s degree, diploma, or equivalent in any discipline
• At least 1 year of work experience in customer support in any industry
• Experience working under an Australian account is a bonus
• With inbound call, email and chat experience
• Must possess customer service-oriented skills
• Passionate about communication and interacting with people
• Flexible and able to work in a fast-paced, team-oriented environment
• Able to multitask and take responsibility in challenging situations
• A critical thinker with good analytical skills and attention to detail
• Upbeat, positive, kind, and empathetic personality
• Proficiency in using various computer platforms to complete tasks.
• Outstanding time management and attention to detail.
• Team player with a sense of ownership.
• Familiarity with maintaining databases (Google or Microsoft Suites) is a plus.
• Work fully on site office in Ortigas Pasig City