Senior Customer Service & Operations Coordinator
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 3h 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 9h ago
The date the source published, not the day we noticed it (2026-10-15). 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 $1,300–1,600/mo
Middle 50% of 11 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 3h ago · last seen just now
The listing
Our client is an Australian family-owned retailer specialising in unique home furnishings, architectural hardware, and period-authentic renovation fixtures. They provide high-quality products and bespoke solutions to residential and commercial customers across the country.
They are now seeking to hire a Senior Customer Service & Operations Coordinator to act as the second-in-charge to the Customer Service Manager and drive operational excellence. This role is essential for leading complex issue resolution, guiding the support team, and maintaining high service standards to ensure a seamless customer experience.
Job Responsibilities
Operational Leadership and Support
- Act as the first point of operational support for team members and provide guidance on complex matters
- Step in for the Customer Service Manager during absences to coordinate daily priorities and workload
- Coach and guide the team in effective communication and consistent issue resolution
Customer Service and Issue Resolution
- Manage complex customer complaints, delivery issues, and warranty matters directly
- Respond to customer enquiries via phone, email, and digital channels during peak periods
- Negotiate practical and commercially appropriate resolutions in line with company policies
- Support retail administration tasks including quotes, sales orders, returns, and exchanges
Process Improvement and System Management
- Maintain and improve Gorgias macros, ticket workflows, tags, and knowledge-base content
- Review recurring enquiry types and ticket data to identify efficiency and quality improvements
- Partner with management to develop and implement practical workflow improvements
- Ensure accurate recording of order numbers and resolution types to support reporting
Stakeholder Collaboration
- Coordinate with warehouse, sales, eCommerce, suppliers, and logistics partners
- Escalate material concerns and service risks to the Customer Service Manager
- Maintain clear and accurate records of decisions, commitments, and order details
Requirements
- Minimum 5 years of customer service experience in retail or eCommerce
- Demonstrated experience in senior support, mentoring, or team leadership
- Proven ability to manage difficult conversations and complex escalations independently
- Strong understanding of retail, online orders, inventory, and returns processes
- Experience using a cloud phone system in a customer service environment
- Excellent written and verbal English communication skills
Nice-to-Have Skills
- Certification in eCommerce or Customer Service Management
- Experience using NetSuite and Shopify
- Strong hands-on capability with Gorgias including macros and workflows
- Practical experience using AI tools like Claude to improve response quality and team efficiency
Benefits
- Permanent work-from-home set-up
- Dayshift (Australian business hours)
- Full-time job
- HMO
- Annual leave
- Christmas Bonus equivalent to 1 month's wage (pro-rata)