Customer Support Specialist
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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
Skills
As published by workable · 28 questions · 3 written answers
Basics
First name, Last name, Email, Headline, Phone, Address, Summary, Resume, Cover letter
Short answers (6)
- If you are shortlisted, we would like to contact you on Google Chat or MS Teams. Please provide your email ID ("MS Teams - sample@email.com")
- Please provide a link to your LinkedIn profile account.
- Please upload a 1-2 minute VIDEO recording summarising your work experiences. You can use any platform you prefer. Once recorded, upload your video to your preferred drive and share the link here. Ensure the link is accessible to anyone with the link. Record in your working area, ensure a quiet environment and maintain a professional appearance. Note that this is MANDATORY, and we cannot proceed with your application without it.
- Do you currently have any full-time, part-time, or side commitments? If yes, how much notice do you need to render, and how soon would you be able to start and fully commit to this role?
- Will you require maternity/paternity leave within the next 12 months? If not, then do you have any prior planned leaves? Please specify.
- What is your current internet service provider, and what alternative or back-up internet connection do you have in place?
Pick from a list (16)
- We’re seeking someone who can dedicate themselves fully to the role. Please apply only if you are not currently employed in another full-time position or can transition out of it before starting. Can you confirm that you’ll be available to start this role without any conflicting commitments, including part-time, full-time, or freelance work?
- Please note that as a requirement, we will implement a Time Tracker system. Its purpose is to ensure transparency for our clients, indicating our active involvement in our tasks, and to maintain an accurate record of daily working hours. Could you please confirm your willingness to use this system?
- If you are hired by us, you will be engaged under a Philippines Employment Model contract, which means your government-mandated benefits will be fully covered and seamlessly managed on your behalf. Would you be comfortable with this arrangement?
- Do you have at least 2 years of experience in customer service or order management?
- Do you have experience working in the e-commerce, retail, or consumer goods industry?
- Are you comfortable handling both high-level inbound and outbound customer support calls?
- Do you have experience tracking orders, managing backorders, and providing delivery updates?
- Do you have experience managing customer enquiries via live chat, email, and phone?
- Do you have experience handling product troubleshooting or warranty enquiries?
- Do you have experience using e-commerce platforms such as Shopify?
- Do you have experience using customer service helpdesk platforms such as Dixa or similar tools?
- Do you have experience using AI tools to assist with drafting communications or routine administration?
- How many monitor/s do you have available?
- I hereby authorise VirtualStaff365 to contact my previous employers, supervisors, and references for the purpose of verifying my employment history and qualifications. I consent to the collection and processing of my personal data in accordance with the Philippines’ Data Privacy Act of 2012 (Republic Act No. 10173).
- Please note that an active NBI clearance is required before we can process your application. Candidates without an active NBI clearance will not be considered until they obtain one. Do you understand and agree to this requirement?
- Do you currently have an active NBI clearance?
Written answers (3)
- In 100 words, please tell us about those experiences you had that is related to this role.
- Please provide two direct report reference contacts (Name and Mobile No./Email add)
- If Only Applicable: If you selected "HIT", please briefly state the reason for the HIT (if known), and how many working days you were advised it would take to process. Write N/A if not applicable.
Attachments (3)
- Please attach a screenshot of your PC/Laptop specs.
- Please upload a screenshot of your internet speed test result using this link: https://fiber.google.com/speedtest/. STEPS: (1) Use Google Chrome browser (2) go to https://fiber.google.com/speedtest/ (3) Change the server to any Melbourne/Sydney provider (4) run the speed test (5) take a screenshot.
- Please upload a digital copy of your valid NBI Clearance. We also accept a screenshot of your NBI appointment or a valid Police Clearance as an alternative.