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.