Customer Interactions Administrator, Philippines, Remote

At BikesOnline, we're passionate about delivering an exceptional customer experience—and that starts with getting the details right.

We're looking for a highly organised Customer Interactions Administrator to join our growing team. Working remotely from the Philippines, you'll support our Australian Customer Interactions team by processing orders, returns, inventory exceptions and customer administration accurately and efficiently.

This is not a customer-facing role. Instead, you'll work behind the scenes, following documented processes, investigating discrepancies, and ensuring our day-to-day operations run smoothly.

If you're someone who enjoys structured work, has exceptional attention to detail, and takes pride in accuracy, we'd love to hear from you.

What you'll be doing

The Customer Interactions Administrator provides high-volume administrative and transactional support to the Customer Interactions Manager (AU) and Customer Interactions Team Leader (AU), handling routine order, returns, and exception processing. This offshore role allows the AU-based leadership team to focus on escalations, coaching, and continuous improvement, while ensuring day-to-day transactional work is processed accurately and on time.

The role works to clearly documented Standard Operating Procedures (SOPs), using sound judgement to identify when a matter needs to be escalated rather than actioned directly. Because this role does not work directly with customers or make customer outcome decisions, focus remains entirely on executing backend administrative workflows, maintaining high processing accuracy, and escalating strictly according to guidelines.

Returns & Exchanges Processing

• Standard Returns (Shopify): Process standard Shopify returns, ensuring accurate categorisation and correct refund/credit issuance.
• FF Warehouse Returns: Process routine warehouse-initiated returns in line with SOPs.
• Exchanges: Process customer exchange requests following the documented exchange SOP.
• Unexpected Returns: Triage and process returns that fall outside standard categories, identifying the correct handling path and escalating unclear cases to the Team Leader.

Order & Transaction Maintenance

• Cancellations & Edits: Process order cancellations and edits (address, item, or payment amendments) accurately and within SLA, following specific Customer Service (CS) order modification requests.
• Missing Items: Manage missing item claims through to resolution as routine exception admin.

Investigation & Exception Handling

• NoBin Investigation: Investigate NoBin discrepancies (stock recorded without a warehouse location), determining root cause and next steps — genuine investigative work rather than pure data entry.
• Stock Issues: Action and document stock discrepancy issues as they arise.
• Stock Take Support: Provide administrative and reconciliation support for periodic stock takes and inventory counts. This includes preparing digital count sheets, inputting count data into Brightpearl/Shopify, and assisting with the initial investigation of variance discrepancies in line with documented SOPs. 
• Unfulfilled Orders (IWS): Collaborate directly with IWS on orders that cannot be fulfilled due to stock discrepancies or issues to determine the proper resolution path.

Ticket Triage & Phone Administration

• Missed Calls & AI Phone Tickets: Manage the administrative clean-up and triage process for missed calls and AI-generated phone tickets within Freshdesk. This involves checking whether the customer has an existing open ticket, merging duplicate tickets where relevant, adding clear internal notes regarding the purpose of the call, and updating the ticket owner.
• Ungrouped Tickets: Monitor and action ungrouped tickets within Freshdesk (FD) to ensure they are assigned and routed swiftly to the correct individuals or team groups.

Systems, Documentation & Escalation

• System Integrity: Accurately process all transactions using the CRM/ticketing platform (Freshdesk) and relevant ecommerce, order, and inventory systems (e.g. Shopify, Brightpearl).
• SOP Maintenance: Follow documented SOPs closely for every task type, flagging gaps, errors, or improvement opportunities to the Customer Interactions Team Leader.
• Escalation Thresholds: Escalate complex, ambiguous, unusual, high-value, warranty-related, or outside-the-process matters to the Customer Interactions Team Leader rather than actioning directly.
• Reporting Support: Maintain accurate, complete records to support the Customer Interactions Manager and Team Leader in trend and volume reporting.

About you

We're looking for someone who is highly organised, detail-oriented, and enjoys working behind the scenes to keep operations running smoothly.

You'll be a great fit if you have:

• Experience in a high-volume administrative, back-office, or transactional processing role, ideally within an eCommerce or retail environment.
• Experience using CRM, ticketing or eCommerce platforms (such as Freshdesk or Shopify) is highly regarded, although full training will be provided.
• Exposure to order management, inventory systems or stock control processes is an advantage.
• Experience working remotely as part of an offshore team supporting an Australian business is highly regarded.

You'll also bring:

• Exceptional attention to detail and accuracy when processing high volumes of work.
• The ability to follow documented processes and Standard Operating Procedures (SOPs) while knowing when to escalate matters appropriately.
• Strong analytical and problem-solving skills, with the ability to investigate discrepancies and identify the correct course of action.
• Excellent organisational and time management skills, with the ability to manage multiple priorities and meet deadlines.
• Strong written English communication skills for internal documentation and team collaboration.
• The ability to work independently in a remote environment while collaborating effectively with an Australian-based team.
• A proactive mindset with a willingness to embrace new systems, processes and continuous improvement.

Why join BikesOnline?

• Work remotely from anywhere in the Philippines.
• Join a supportive and collaborative international team.
• Ongoing training and development.
• Opportunities to grow within a rapidly expanding global business.
• Be part of a company that genuinely values continuous improvement and innovation.

At BikesOnline, our values guide everything we do:

• Delight the Customer
• Focus on the Process
• Take Responsibility
• Learn, Grow & Develop
• One Team Together

Ready to Apply?

We'd love to hear from you! To apply, please submit your:

• Resume
• Cover letter telling us why you're interested in the role and what makes you a great fit

Applications will be shortlisted based on how well they align with the role requirements, including:

• Fluent written and spoken English.
• Experience in a high-volume administrative or back-office role.
• Previous experience working remotely as part of an offshore team supporting an Australian-based business (highly regarded).