🌟 We are seeking a dedicated individual to fill the role of Customer Service Officer within our dynamic customer service team. As a Customer Service Officer, you will play a crucial role in elevating customer satisfaction and enhancing team efficiency.
The Customer Service Officer will assist customers and colleagues at Support Office or in store by undertaking a variety of tasks integral to establishing and maintaining happy, satisfied customers who are confident and comfortable with our level of service and care. We pride ourselves on our product knowledge and passion for cooking and we promise that will deliver unparalleled customer service.
The Customer Service Officer will assist with additional customer service related tasks relating to the Marketplaces as required (including but not limited to eBay, Catch, My Deal, Amazon and Kogan).
The Customer Service Officer will also work with the Customer Service Support Officer based in Australia to ensure administration and data entry based tasks are completed in a timely manner and to assist with any enquiries the Customer Service Support Officer may have relating to their designated tasks.
During training, the Customer Service Officer will work Monday to Friday. Once training is complete, the Customer Service Officer may be required to alternate shifts including some weekends and public holidays.
Key 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.
Additional Tasks: - Work hours and days based on business requirements.
- Assisting with other additional tasks as required by other departments at Support Office
We would love to hear from you if you have:
- At least 1 year of work experience in customer support in any industry
- Excellent grammar, spelling and written communication skills
- 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
🏅 Why Join Us?
- Support a leading Australian retail team while working from our Philippines office, contributing to an established and growing eCommerce brand.
- Be part of a fast-paced and dynamic environment, working across product management, e-commerce merchandising, and digital retail operations.
- Gain hands-on experience in category management, product workflows, and website merchandising, ensuring seamless product introductions and updates.
- Work collaboratively with cross-functional teams, including Buying, Digital, Marketing, and Planning, to optimize product listings and site performance.
- Opportunities for career growth and professional development in the evolving world of eCommerce and online retail.
- If you’re detail-oriented, tech-savvy, and passionate about retail merchandising and digital content, this is the role for you!
💼 About Us:
Suitestudio Operations, Inc. is a dynamic and innovative Philippine-based company that takes immense pride in being the trusted partner of Kitchen Warehouse Australia. We provide end-to-end professional support services, including eCommerce operations, marketing, product management, customer service, and financial processes, helping to drive success in the Australian retail industry.
✉️ How to Apply:
Interested candidates are encouraged to apply with their CV and a brief cover letter, detailing their experience and why they’re the best fit for the role.
📌 Job Type: Full-Time
📌 Shift: Day Job
