Virtual Staff 365
via Workable
Customer Support Specialist
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 2h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 1d ago
The date the source published, not the day we noticed it (2026-09-15). Last seen at its source just now.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
Philippines
The description states no restriction of its own. This is the source's own tag.
Pay not stated
Similar roles pay $1,200–1,400/mo
Middle 50% of 9 listings that do state pay — Customer · all levels · Philippines · USD/month. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
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workable employer's own board first seen 2h ago · last seen just now
The listing
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