Customer Support Specialist

virtualstaff36 · Philippines · posted today ago

Listing supplied by Himalayas. 101 Careers did not originate this post and applications are handled by the employer.

About this role

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