Customer Service Admin - (AU Experience Required)

Position : Customer Service Admin 

Salary : PHP 50,000- 65,000

Working Hours : Brisbane Business Hours

Work Type : Remote- Independent Contractor

Requirements

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.